To better serve customer service Best Buy should implement a live chat customer support feature on Bestbuy.com to help handle problems/general questions in regards to orders, adjustments, and price matches.
The phone support system is very dated and always problematic due to constant disconnects when transferred and then several reps not understanding what we are trying to explain in certain situations. And in regards to price matches and adjustments it would make the process more smooth, faster, and less painless for the consumer. There are several pros to having a live chat support feature on the bestbuy.com website:
It would give Best Buy another option to customer support taking some of the burden being completely on the phone reps decreasing wait time to customers.
Customers could reference specific pages or policies on bestbuy.com website to the live chat support rep by being able to link the pages in the live chat session.
Price matches and price adjustments process would be more efficient and less time consuming by the customer being able to post the best buy item product page and the product page of the store they are price matching much faster and more convenience by being able post the link of those pages inside of the live chat session with the best buy reps.