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BT Introduces New Live Chat Tool For Broadband Customers

In a move aimed at improving its customer service offerings, BT has introduced a new Live Chat feature for its customers that will help them to access information on a variety of subjects including billing queries and account changes.

This alternate mode of customer service comes as a boon to people who often find it difficult to speak to representatives over the telephone and with BT promising to have dedicator advisors online for chat service; one can hope to receive quick answer to their queries.

The Live Chat service is also expected to deal with customer queries regarding various packages that BT offers and give advice regarding it bouquet of products and related services. It will also allow people to seek literature and get immediate directions to various web pages which contain necessary information about their query.

Explaining the rationale behind the move, Warren Buckley, Director of strategy and eServices at BT mentioned "We want customers to be able to communicate with BT easily and know that communication over the telephone doesn't work for everyone."

It is important to note that BT which incidentally is the largest telecom provider in Britain with over 4.8 million customers is trying hard to improve its overall customer service in order to match its more aggressive rivals.

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Our Comments

This is a welcomed move which will not only save BT serious money by slashing the time people spend on the phone but it will also allow the company to use outsourced resources as well who are not based in the UK. By bypassing phone support, BT for example would be able to use Indian operators.

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Désiré has been musing and writing about technology during a career spanning four decades. He dabbled in website building and web hosting when DHTML and frames were en vogue and started writing about the impact of technology on society just before the start of the Y2K hysteria at the turn of the last millennium. Following an eight-year stint at where he discovered the joys of global tech-fests, Désiré now heads up TechRadar Pro. Previously he was a freelance technology journalist at Incisive Media, Breakthrough Publishing and Vnunet, and Business Magazine. He also launched and hosted the first Tech Radio Show on Radio Plus.