News

In July there were 1,900 customers who used Live Chat, which is an increase of more than 40% in the past three months.

This spike follows our communications campaign earlier this year to raise awareness of the service in order to try and respond to customer queries more effectively.

Customers have taken the time to share their feedback with us and many are impressed with the speed and quality of the service.

Here are some of the benefits of Live Chat:

• The average wait time for Live Chat support is under a minute
• Customers can download a copy of the transcript once the chat has ended, this means they’ll have a record of what was discussed
  
• Colleagues ask for some contact details before a chat begins, so we can access the latest information we hold about customers
  
• You can find our Live Chat icon on all our website pages, which makes it accessible and easy to find
  
• We always ask for customer feedback once the chat has ended. This helps us to continuously improve our service.
  

What our customers have said about Live Chat:

• ‘Live chat is a wonderful service. Having used it twice today I will not hesitate to use it again if I need it.’
  
• ‘Well done for introducing this service. I’m unable to make calls at work so this is so helpful.’
  
• 'The service was easy to use. The lady I chatted with was very quick with getting the information I requested. So much easier than being put on hold. Your agent was awesome, polite and professional and really made my day with how quick she dealt with my query.’
  
• ‘I’m so glad I used this service, it was excellent. My question was answered straight away, with instructions on how to deal with my query.’
  

Paul Dempster, Head of Customer Contact, said: “Live Chat is becoming one of our fastest growing channels and we’re delighted that many customers have had a positive experience.

“It’s easy to use and customers don’t have to wait in a queue. They’ll speak to one of our agents in under a minute and the majority of queries are resolved first time.”

Our Live Chat service is available through our website, Monday to Friday from 9am to 5pm.