Best Buy IdeaX

[#1]

Add a customer service chat option. Your customer service then compete more with Amazon and Newegg. This would also be easier so you can tell who and when you are being transfered. Also you would have visable proof for anyone who claims they are disconnected. The chat platform right now is not enough. I cannot even get in to ask product questions. I think this would be a better customer service option for BestBuy. Please leave any opinions here.

Thanks 

[#2]

Just to add a little here is an article: http://www.forbes.com/sites/larrydownes/2012/01/02/why-best-buy-is-going-out-of-business-gradually/ . This is exactly why Best Buy needs to improve their online presences otherwise in a few years Best Buy will be gone replaced by Amazon and NewEgg. Like it says some people are just using Best Buy as a showroom for Amazon products.

Thanks

[#3]

Here is an example of software Best Buy could use: http://www.liveperson.com/products-services/lp-chat

[#4]

I know the Geek Squad gives our customers the ability to chat with an agent in regards to their services, and I would like to hear from other customers if they would find value in the ability to chat with a Best Buy Customer Service representative.

[#5]

YES! Please have a chat service for us to use on the main website. It is much more convienient, especially when we are required to exchange information like 10 digit numbers, phone numbers, and descriptions of products. That way it is concrete and the conversation won't be limited by language or accent differences. Sometimes it is much easier to click a button than to go seach for your phone. Having chat services would make customer service a one-stop ordeal-- because Best Buy gives us all info through email or our account. Having chat right here with all of that just makes sense.

[#6]

Yes!! Chat would be great and would enable customers to multitask since the wait times can be excessive over the phone.

[#7]

Best Buy is testing chat in the mobile phone and mobile products area of the website.  It's called proactive chat, and the agent window pops up when you hang out on a mobile phone product page for a bit longer than normal.  We also have chat in the cart and checkout areas of the site.  what other areas of the site would benefit most from chat -- speciically what product categories do you feel would potentially drive the most chat conversations?

[#8]

Live online chat is a huge time/resource saver. When working tech support I could easily hold 3 customers down at the same time vs 1 if I was on the phone. It would easily double productivity, allow users to have saved documentation of a conversation (as customers, myself included, sometimes forget exactly what was said and have false expectations due to that), reduce false "tone infliction" (basically when someone takes what you are saying negatively due to them reading into a tone that may not be there) and multiple other positives. The negative is that customer service becomes less personal. I think the trade off is well worth it.

[#9]

I too believe that a live chat option will drive brand loyalty. I am a do-it- yourselfer and sometimes i get caught unsure. It would be a great option that would save time and if worked properly, i would recommend to friend and family as a great service that could give Bestbuy the edge over competitors. 

[#10]

Yes a chat service I needed to be able to tell the customer service reps what are problems are in a more comfortable way