Mobile service provider makes good use of instant messenger, shame about the deal

| No Comments
| More
My mobile contract is up for renewal. So I thought I would contact my provider and try and get a better deal. After 10 years with the supplier and currently paying too much per month, in my opinion, I thought I would get a good offer.

Anyway I must complement the supplier's use of instant messaging to talk to customers. It worked really well. They knew who I was so had all the information at hand and I was able to take my time to give them the information they required. It allowed me to spend a few minutes to think about my answers. It was far less painful than a long telephone conversation but unlike email it was real-time.
The front and base of the iPhone 3GS.

Image via Wikipedia



I write a lot about the use of technology in contact centers but it is good to have a positive experience as a customer. Shame I couldn't get the deal I wanted but it wasn't a painful experience trying.

The full interaction is below with names changed:

Welcome to (supplier name). Someone will be with you soon.

You're through to Agent.

Agent: Hi I'm (supplier name) - Agent. How can I help?

Karl Flinders: My contract is up at the start of next month. I currently pay £35 per month. I want to bring this down to £20. If I stay with supplier what are the phones and contracts I could switch to?

Agent: I'll be happy to help you.

Agent: Please can you tell me the 3rd and 4th character of the answer to your security question?

Karl Flinders: ******************

Agent: Thanks for the information. Please give me a few minutes while I check this for you.

Agent: I see that you can upgrade your contract now.

Agent: Would you like to do the same?

Karl Flinders: I am thinking about leaving because £35 is too expensive. I want to pay £20 per month.

Agent: Please stay connected, while I transfer the chat to the concerned department and they'll help you with your concern. (help we are losing a customer)

We're putting you through to the right person, won't be long.
You're through to Agent.

Agent: One moment please while I get your account details.

Agent: Thanks for waiting. I can have a look at that for you.

Agent: Do you've any phone in mind?

Karl Flinders: iPhone

Agent: May I ask which model of an iPhone?

Karl Flinders: What's the best you can offer

Agent: I'll see what best we've for you. May I ask what you've been offered with another provider?

Karl Flinders: iPhone 4s 24 month contract - unlimited internet - 2000 minutes to any network - unlimited text - £99 for handset - £25 per month - with (other supplier)

Agent: Looks like a good deal. Did you get this deal over the phone, in store or on (supplier) website?

Karl Flinders: over the phone

Agent: Thanks for the information. Let me see what best we've for you
.
Agent: I've just checked it on other supplier website and I see they're doing this deal with £35.00 per month.

Agent: Let me see what we've for £20.00 per month. Can you tell me, if your current usage is going to change?

Karl Flinders: No

Karl Flinders: It is not going to change

Agent: Okay. Your average usage over last 3 months is 130 minutes and 304 MB internet.

Karl Flinders: It will vary but not a great deal

Agent: I'm just checking the best suitable deal for you.

Agent: Thanks for your patience.

Agent: I'm sorry for the delay, my system froze on me. (Whoops)

Agent: I can offer you £21.50 per month for 100 minutes, 500 texts, 20 mms, 500 mb and unlimited Wi-Fi on 24 months.

Agent: One off cost for the handset will be £238.00 for you.

Karl Flinders: not enough minutes or data and how much is the handset? What type of handset? You said I use more minutes already so what's the point in that?

Agent: As you've been with us for many years, I could give extra 200 minutes to cover your use.

Agent: It's an iPhone 4S 16 GB.

Karl Flinders: What iPhone can I have for free? - my last one was free

Agent: Let me have a look at that for you.

Agent: An iPhone 3Gs 8 GB will be free with this deal, but it only includes 100 minutes.

Agent: I could do £59.68 for an iPhone 4 8GB with £27.00 per month for you.

Karl Flinders: How many minutes does my current deal have? I will need at least 300 minutes to any network

Agent: Your current tariff gives you 600 minutes.

Agent: £27.00 per month tariff offers 200 minutes, unlimited texts, 20 mms, 500 mb and unlimited Wi-Fi on 24 months.

Karl Flinders: 300 minutes is the minimum and £25 per month is the maximum

Agent: Looks like the best I could do is £25.00 per month for first 18 months (with £2.00 line rental discount for 18 months) and after that £27.00 per month.

Agent: You can lower your tariff down once in the contract and you can do this half way through your contract term.

Agent: One off cost for the handset will go up by £99.99.

Agent: I mean an iPhone 4 8 GB*

Agent: Along with this deal, I'll also give you an option to choose any one of the free and unlimited Bolt Ons- Unlimited supplier to supplier calls, unlimited landline calls, unlimited weekend calls or extra 200 minutes.

Karl Flinders: What if I go iPhone 3Gs?

Agent: I'm just checking it for you.

Agent: Thanks for waiting. Looks like iPhone 3Gs is free with £27.00 per month, but I cannot reduce the monthly line rental.

Karl Flinders: How many minutes would that be?

Agent: It'll only give you 200 minutes, unlimited texts, 20 mms, 500 mb and unlimited Wi-Fi.

Agent: I'd suggest you an iPhone 4 8GB deal as it works out cheaper and tailored to your need.

Karl Flinders: but there are enough minutes

Karl Flinders: not enough minutes that should have said

Agent: Your average use is 130 minutes. If you keep an eye on your allowance, I'm sure you could get away with 200 minutes.

Agent: I still give you an option to choose any one of the free and unlimited Bolt Ons- Unlimited supplier to supplier calls, unlimited landline calls, unlimited weekend calls or extra 200 minutes.

Karl Flinders: It is too risky - I would need 300. I don't want to pay more than £25 per month. Do I have to select the bolt-on each month or can I select the 200 extra minutes for the entire contract in one go?

Agent: You could select 200 minutes for the entire contract length.

Karl Flinders: So 400 minutes?

Agent: You're absolutely correct.

Karl Flinders: Is that to any network?

Agent: You're absolutely correct.

Karl Flinders: OK - are you offering me a free phone (3Gs), 400 minutes (200 per month bolt-on, 500MB? What else and how much?

Agent: I'm sorry, if I haven't made myself clear.

Karl Flinders: please do

Agent: The system only allows me to give extra 200 minutes with an iPhone 4 8GB deal.

Karl Flinders: But the bolt-on gives me an extra 200?

Agent: You're right. But system doesn't allow me to add this Bolt On with iPhone 3Gs deal. I can't get a better deal unfortunately on that.

Agent: With iPhone 4 8GB, I could make it £25.00 for first 18 months and £27.00 after that.
Agent: I could also give you extra 200 minutes.

Agent: One off cost for the phone will be £99.99 which will be added on your next bill dated 6 March 2012.

Agent: Did you know that you could trade in your old phone with supplier recycle and put the money towards your new phone?

Karl Flinders: Thanks for your help but I am going to continue to shop around.

Agent: Okay. Would you want me to save this deal on your account?

Karl Flinders: Please tell me the final details of your best offer as I have got a bit lost during the conversation's many turns.

Agent: Sorry about that, I'll help you with the details.

Agent: Can I ask if you could like to go for an iPhone 3Gs or 4 8GB?

Agent: would*

Karl Flinders: 3Gs is ok if it costs less and gives me the minutes and internet I need

Agent: iPhone 3Gs will be free for £27.00 per month and it gives you 200 minutes, unlimited texts, 20 mms, 500 mb and unlimited Wi-Fi.

Agent: This is the best that we've for you.

Karl Flinders: Is there a bolt-on?

Agent: The system doesn't offer any extra Bolt Ons with this deal, I'm sorry.

Karl Flinders: Ok. You can save this offer on my contract but it is not very good so I expect I will switch provider.

Agent: But, I could offer you an iPhone 4 8GB for £25.00 per month (for first 18 months and £27.00 per month after that). One off cost for an iPhone 4 8GB for £99.99.

Agent: It gives you 200 minutes, unlimited texts, 20 mms, 500 mb and unlimited Wi-Fi.

Agent: The system also gives me an option to offer you extra 200 minutes with this deal.

Karl Flinders: For example: http://store.three.co.uk/view/product/ql_catalog/threecatdevice/2105?priceplan=PAY_MONTHLY

Agent: I've looked at the deals. Those are very good deals, but I can't get a better deal unfortunately on that (iPhone 3Gs).

Karl Flinders: OK - that was without even negotiations - it is a standard offer

Agent: I agree. Why not go with an iPhone 4 8GB which works out to be much cheaper than the actual deal?

Agent: For you I could do better deals with an iPhone 4 8GB and the phone is lot better than an iPhone 3Gs.

Agent: I haven't heard from you for a while. Are you still there?

Karl Flinders: yes

Karl Flinders: So remind me what is the best 4 8GB deal you can offer

Agent: I could offer you an iPhone 4 8GB for £25.00 per month (for first 18 months and £27.00 per month after that). One off cost for an iPhone 4 8GB for £99.99.

Agent: It gives you 200 minutes, unlimited texts, 20 mms, 500 mb and unlimited Wi-Fi.

Agent: The system also gives me an option to offer you extra 200 minutes with this deal.

Karl Flinders: Thanks for your help. OK save that on your system if it is your best offer. I will be shopping around but I think I will find better value pretty easily.

Agent: Sure, I've saved these deals on your account.

Agent: Is there anything else I can help you with?


Enhanced by Zemanta

Leave a comment

Have you entered our awards yet?

About this Entry

This page contains a single entry by Karl Flinders published on February 10, 2012 11:19 AM.

Are government mutuals known knowns, known unknowns or unknown unknowns? was the previous entry in this blog.

NHS IT project is dead, but why do large IT projects fail? Part 28 is the next entry in this blog.

Find recent content on the main index or look in the archives to find all content.

 

-- Advertisement --