See you've got a Help template going, I think it should be permanently pinned in the forum so that total newbies don't have to ask the same question over and over again.
Hope that someone in the @NowTV Team sees your template and make it a permanent fixture.
Thanks Bob 😊
Although I just noticed my copying and pasting ways has screwed up the steps slightly. Should be
1. NOW TV account & payments
2. Cancelling or renewing NOW TV Passes
3. Drop down 'How to get in touch'
4. Live Chat
That being said, I think the Live chat should be an option from the start of "Help" section. Then within the chat you have to select the reasons why you are contacting them, that way the adviser has an idea why you are on the chat.
Thanks for getting in touch and giving us your feedback.
I see what you're saying with having the option for live chat at the top of the page, however, we're trying to encourage customers to self serve as much as possible before needing to get in touch with us.
There are some queries where customers will need to get in touch with us hence why we have that get in touch flow.
We're always looking at ways to optimise our help site to make sure customers find what they are looking for efficiently.
What I seem to find is a lot of users seem to struggle to get through to the Live Chat when they already have done the self serve.
Or in cases where Live chat is the only option for them. Perhaps having both the self serve sections as well as Live chat could make things a bit easier?
Live chat could still be similar with the self serve, just pointing the adviser in the right direction of what the user wants before the chat begins.
Probably hiding under the table from the hordes of outraged users who would just love to spend £99 with NowTV but are finding themselves ineligible...
But here’s my recipe from more normal times:-
Get in Touch (all the options, and the best place to start):-
On a screen with big buttons all around, you may find the link you need is under a tiny green arrow, so be vigilant.
Live Chat and Send Us a Message:-
On Live Chat, when you can get onto it, keep your answers short, sweet and prompt, or it will time out on you.
If the person you are talking to doesn’t seem able to understand your issue, ask to be escalated to the next level of help.