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1621

Fix your chat wait times. 20 minutes is unacceptable!

1621 points posted to Service and Support by baylor921 02/16/07 **REVIEWED**

For an internet company, your organization acts like it just entered the online market. Chatting with agents is the way of the future and waiting 20 minutes for a rep is terrible service. Especially for people who have an XPS or a $5000 workstation model.

I've gotten much quicker service at other internet businesses.

Thanks for the allowing my input.


We are committed to handling chat requests in a timely manner. Most times of the day, a customer should be greeted by an agent within one minute.




pdonket
02/16/07		 I agree, transfer over some phone techs to the chat dept. It's the way of the future and far more convenient. I must say that it relies on the customer having 2+ computers. But still.
callmejay
03/09/07		 XPS customers shouldnt get better service than anyone else. 20 minutes may be a long time to wait to chat, but then so is an hr on the phone. Dell needs to learn that the customer probably won't be satisfied by any of the steps it takes to improve service..
maverickcruise
03/21/07		 The problem here is that a few customers turn up with silly issues like size of icons on the deskttop are small or big, how do I change my home page, etc. These kind of issues shouldn't take priority as compared to a customer who's system is not posting. Dell is a hardware company, priority needs to be given to hardware issues first, second factory installaed software and all third party software needs to be referred to the Paid support. Customers who have lot's of time to waste seem to be hogging most of the support and frustrating those who are really in need of the much need customer service.
richa121
04/11/07		 20 minutes !!!!! I would go to church every sunday if i everytime i call dell i know the minimum time is 40 mins. You should consider yourself lucky with 20 mins.
dell_user
04/20/07		 Yes chat wait times are WAY too long!
thejedimaster
04/26/07		 I never had to wait longer than 5 minutes for a rep..you must be chatting the wrong times..early in the morning or late at night..just like transportation..get to work really early, and gome home later that the 4-7oclock rush..
maverickcruise
05/22/07		 All people seem to follow the same pattern, everyone wants to chat late at night.... of course there is going to be a huge queue.... Has anyone tried logging in early in the morning or in the afternoon....
jervis961
05/22/07		 Yup zero wait time 2 weeks ago. It was the middle of the day.
xhotardx
07/07/07		 Whenever I talk to my hp reps the wait is about 30 seconds to 1 minute. You should shoot to be at least as good as your competition.
layercake
07/30/07		 OTP with Dell regarding something I want to add to my new laptop order... wait time over 1.5 hours at this point. Yes, I said one and one half hours.

I have spoken to a CSR but she has put me on hold. She does come back online occasionally to tell me that she hasn't forgotten but the "order modification" group is very busy. Trying to chat online with someone from Dell right now as well - they have put me on hold. Honestly, I am about five minutes away from cancelling the entire order. Maybe I'll just call my credit card company and have them cancel the transaction.
kay_s
Apr 22		 In US Consumer Technical Support, we had some truly terrible chat service levels in January/February. Our commitment is to handle 80% within 2 minutes for most queues. Last Tuesday, we handled 92% of chat requests within two minutes… as of Mid -April we have significantly reduced our average wait time from a high of 15 minutes to around 6 minutes. Wait time varies by time of day and generally spikes in the evening hours. Most times of the day, a customer should be greeted by an agent within one minute.
kara_k
Apr 30		 Changed status to **REVIEWED**.
sugarbear
Apr 30		 Last Wednesday night, I used chat for a question on the XPs420, I was specing out. My wait time for an agent was 22 seconds. Not bad timing.
pepitoe
May 14		 Dell staff, can you comment on the situation in europe? I have *never* sucessfully started a technical support chat with an XPS laptop service tag, I always get 'All chat representatives are currently busy assisting other customers or the queue is closed. XPS Inspiron Chat is available Monday - Friday, 10 am - 9:30 pm'
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