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339

Speed Up Chat Support

339 points posted to Dell Web Site, Service and Support by twellstx 02/20/07

The online chat feature is nice, but takes way to long to get ANY reply from a rep. Just to look up my info takes over 2 minutes. I was on "chat" with one rep which took 20+ minutes just to tell me the status of my warranty fix.

The Dell internal support systems need fixed NOW or hire a new round of reps capabale of using the antiquated systems.

fredflint
May 21		 Merged Idea originally posted 04/20/07
Chat for Corp Customers

I have been surprised that I cannot use the Chat feature for business technical support. Chat is easier for me and does not tie up my phone? Why can't a business customer use chat but home users can?

Many times I just need to get parts!
premcv
May 21		 Merged Comment originally posted 04/20/07
Duplicate/borrowed idea, mostly on the same lines

http://www.ideastorm.com/article/show/62646/Speed_Up_Chat_Support
http://www.ideastorm.com/article/show/65777/More_Chat_AgentsGreater_time_Fram...
creativeguy
May 21		 Merged Comment originally posted 05/04/07
I do.
grondinm
May 21		 Merged Idea originally posted 04/10/07
More Chat Agents/Greater time Frame for chat

I would like to see dell add more chat agents,be it for tech support or any customer support issue, to its roster. I think that chat is the best way of communication it pretty much breaks any laguage barrier since any accent that either party has because of their primary language does not affect the abillity of the other to hear or understand what is being said. I know we have all called tech support and gotten an agent that had a not so clear english like i'm sure somme dell agents have had callers with a not so clear english. that is why i think that chat is the way to go. Plus it is much more convinient. so it would be nice if it was available for longer periods of time.
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