Online ‘Live Chat’ To Increase Accessibility for Customers

 
Live Chat, a new, instant-messenger style function, is now available on BT’s Inclusion website. The new feature offers customers another way to get information, resolve queries or make purchases and will be particularly beneficial to those who have difficulty communicating via the telephone.
 
Live Chat provides access to a BT customer service advisor without the need to speak over the phone. They simply type in their question and a dedicated advisor responds straight away. BT’s Live Chat support covers all aspects of customer service, including:
  • Billing queries
  • Account changes – for example, to change phone and broadband package
  • Advice about products and services – for example, guidance on phones suitable for people with an impairment
  • Requesting BT literature in alternative formats – for example in large print, or as a text file suitable for screen reading software
A great feature for anyone, the service will particularly benefit people with disabilities, for example those who struggle with voice calls due to hearing and speech impairments.
 
Dr Lorraine Gailey, CEO, Hearing Concern LINK said, "Customer service departments often assume that a user is happy to deal with them on the telephone and alternative, text-based, options are either unavailable or difficult to track down. We support the concept of BT's 'Live Chat' real time text system and have asked Ofcom to encourage further usage of such communication amongst other service providers."
 
In this initial phase of its development, Live Chat support is available from 10am-5pm, Monday to Friday. To access Live Chat go to www.bt.com/inclusion and click on the ‘Chat to us Live’ banner to begin your conversation.

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