Customer Service By Phone Verses Online

I made a call this week to a company where I purchase my vitamins. I had some issues with some vitamins I purchased recently.

I called the customer service number and was on hold for a LONG time. It was SO long, that I decided to try to contact them online as the phone kept giving a message that you could contact the customer service by text or chat online. 

So, I started up my computer and went to the website and had a hard time getting a chat to go as I was trying to find a customer service chat. I opened one and typed in the number for customer service chat, but it didn't tell you that anywhere until you click into the chat. I then typed in the number and hit enter and after about a minute waiting, the chat said, "No chat information, chat is closing." So, I tried again! 

It closed again. Finally, on the third try, I was about to get a human to chat with about my issues. I went back and forth and was a bit frustrated that the man wasn't able to look up my history based on my email. I had to give him the order numbers which didn't help and then finally had to give him the actual name and item number of the products, so I actually think the chat did take longer than if I had a person on the phone, HOWEVER, I had been on hold on the phone the entire time I was chatting! 

I never did hear a human voice while I was on hold! I was on hold almost an hour. It only took me a few minutes to get a chat going online once I figured out that I just had to hit a chat box on the order page. 

I got my situation taken care of by chat in half the time! It was just under a half hour that I chatted verses the hour on hold and not getting to speak with a human. 

I would suggest that next time you have a customer service issue, you see if going online to chat is an option! 

Have a blessed day!