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June 17, 2013 • Gear Bits

It Pays to Chat with Customer Service!

When we moved into our new house, we made a very unfortunate discovery. Our box spring didn’t fit up the stairs. My brother-in-law was kind enough to build us a platform bed frame for our mattress, but it still left us very low to the ground. Sarah finally got fed up last week, and I agreed to look into split box springs. I was about to give up, or buy a crappy build-it-yourself box spring from Amazon, when I happened to get a pop-up while browsing 1-800-Mattress, asking if I wanted to chat with a representative … and I am so glad I did!

See, I didn’t want to pick up the phone and deal with a long customer service conversation. I was at work, and I needed my phone free for work calls. But in searching their website, all I could find were insanely expensive split box springs, and I was getting frustrated. Surely others had dealt with the same issue, so why was it so hard to find a split box spring?

As I learned very quickly during my chat, apparently all box springs can be ordered in a split style from 1-800-Mattress. But rather than just leave it at that, the rep I was chatting with was able to look up our mattress size, find the cheapest box spring in the nearest warehouse, confirm a date and time for delivery, and get our order processed. All I had to do was hop to the payments section of their website to pay, and within minutes I had an invoice and a box spring on the way. It just took clicking “Yes, I’d like to chat with a representative.”, and all my problems were solved.

Most of the time I click “no” to chatting with a rep, but this experience made me realize that sometimes it’s worth starting a conversation. I didn’t know what to expect when I agreed to chat, but it saved me a ton of time, frustration, and money … and I didn’t even have to pick up the phone!

What’s your best customer service experience online? Do you find online chats to be helpful? Let us know in the comments!

 

One Response to " It Pays to Chat with Customer Service! "

  1. Doug Miller says:

    i got free upgraded shipping by chatting with a Lenovo representative online.

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