Provide Live Chat for Customer Support

We have had issues where our phone has stopped working (on more than one occasion).  We have done the usual diagnostic tests (power off, remove battery, etc.) and the phone still fails to function.  We are able to submit a request for help via e-mail.  Then Ting sends a confirmation e-mail stating that the request has been received and if it is an urgent issue to call.

There needs to be a live chat option since a phone not working for a whole day can be considered an urgent issue.  And without a working phone, it is impossible to call Ting.

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Comments

9 comments
  • Live Chat would likely be only available during support hours. That would not solve your situation.

    If Ting could hire somebody to monitor chat after hours, they could extend their phone hours, since both require real-time monitoring.

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  • Hey Dallas, thanks so much for the suggestion. We'll definitely take it into consideration.

    As an aside, if you have internet access but no phone, you can always call us using a VoIP service, such as Google Voice.

    While I understand that that isn't what you're asking for, I think it's a good option for you were something like this to every happen again.

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  • I agree, there should be a live chat feature. Bruce, he never said anything about after hours, he just stated he would like to be able to chat with a rep via live chat because his phone cant make calls. And it shows he posted it at 1:53 pm so I would think that was during hours... I agree, a live chat would be great. I currently don't have a phone which is why I got on the site to look for a live chat. I want to talk with someone to answer some questions about the service, but as of now the only similar company i can find is Zact, and they have a live chat. Rob, great idea to use google voice or Voip or what not, my computer has no mic. otherwise that would be great too... So i guess im stuck with... email? Which pushes me away from the company because I need service today, I dont want to wait until someone decides to respond to my email, the hope that when they do, i am at my computer to respond back and forth as close to a live chat as possible. It isnt much to add live chat to a website, and you could even have it so the call center works the live chat as well. Just to clear up any confusion.

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  • I like the live chat idea and eventually it would be good to have but I know it will also take a lot of work to setup and then monitor and for now Ting likely has more important things to take care of. That said Rob's suggestion is a good one but another option that is sort of a compromise would be to add another field in the Submit Request form where a person can indicate their problem is urgent and they are unable to call. Then perhaps request help via SMS or one of the popular non-Ting chat systems. 

    Of course if this forum had Private Messaging that would be good too.

    Just a thought.

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  • Private Messaging via 3rd party system would be a decent alternative to live chat... Id be open to google voice messaging  with a Ting support agent to talk about my questions before buying with ting.. if they would respond to my email that would be nice too

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  • Hey folks - great suggestion - thanks!.  Stay tuned for information on this shortly...!

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  • Just spreading the good news. I've just confirmed on the original feature request that chat services are now live.

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  • Live chat

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  • Hey Nora, 

    Our Live Chat feature has been temporarily turned off while we work through our 10-times-normal customer service volume. It was causing more problems than it solved. You can still email us at help@ting.com for non-urgent issues and while it may take us a few days to get back to you, we WILL get back to you. For more urgent issues, please call us at 855-TING-FTW. You may experience some hold time but we're here taking calls as we're able.

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