TalkTalk TalkTalk trials in-app chat feature to improve customer support experience
Internet service provider TalkTalk is trialling an in-app chat feature that enables users of its MyTalkTalk app to talk to customer support without making a call. The feature, which is expected to ease demands on the company's call centres and also improve the customer experience by cutting time spent in telephone queues, is anticipated to be rolled out in the autumn.

Tuesday, Jul 11th, 2017 (1:38 pm) - Score 791

Customers of broadband and phone provider TalkTalk, specifically those who make use of their free iOS and Android based MyTalkTalk app, will be pleased to learn that the ISP has added a new in-app chat feature that enables them to talk with customer support without making a call.

At present the new feature is being added as part of a beta trial that starts today, although it’s expected to be rolled out to all app users during the autumn. Features like this are attractive to ISPs because they reduce the load on call centres. On the flip side they also make it easier for customers to keep a record of their support queries and remove the need to wait in a tedious telephone queue.

Kerry Edwards, TalkTalk’s Customer Experience Director, said: “We know how important our products and services are to our customers and if something goes wrong we want them to be able to contact us quickly and easily. However we know that life doesn’t always allow for customers to stay on the phone or on live chat to our agents, so this app update means customers can now chat to us when it’s convenient whilst we can get on and resolve the problem.”

Apparently, once a customer has sent a message, delivery notifications ensure that both the customer and the agent can see when messages have been received and read. Push notifications will then alert customers to new messages.