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Add a Live Chat Customer Service/Support Feature to Website

Status: Acknowledged
by on ‎10-20-2014 10:58 PM

To better serve customer service Best Buy should implement a live chat customer support feature on 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 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 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.
Status: Acknowledged

We do provide live chat on our website, and these agents can provide policy information and post-purchase price matches.

on ‎10-20-2014 11:39 PM

I like this idea. I hate dealing with phone support, a lot of the times they don't even know what to do to help me. Just like OP says.

on ‎10-21-2014 07:18 AM

kmart has chat, just think about that, kmart has online chat and best buy doesnt. it speaks volumes.

on ‎10-21-2014 07:32 AM

I'd rather get increased training for phone support than i would taking men off the phone and putting them at a computer using live chat myself.


You have to think of it like this, they aren't going to hire new employees for it that would cost a lot of money salary wise. They are going to take some of their memebers off of the phone line and put them at a terminal for live chat. 


Don't get me wrong I can see the pros of live chat but I don't feel it would be best for general assistance. I know that there is a basic live chat but they don't look at your account they are there to solely help find products on the site.

by Valued Expert
on ‎10-21-2014 01:22 PM

Your online support chat would get over loaded and bogged down.  You would have long wait times.


When is the last time you contacted Kmart customer support online chat for something you had a problem with.


Decent idea but it would cause a raise in prices. 

by Senior Social Media Specialist Senior Social Media Specialist
‎10-24-2014 02:28 PM - edited ‎10-24-2014 02:32 PM
Status changed to: Acknowledged

We do provide live chat on our website, and these agents can provide policy information and post-purchase price matches.

on ‎10-24-2014 02:38 PM

Where does one find a location to start a chat? When I go to contact it just gives me the phone number and email option, no way to start a chat, Is it somewhere else on the site? Because it if is, it really should also be in the Contact section...

by Senior Social Media Specialist Senior Social Media Specialist
on ‎10-24-2014 02:59 PM

@Saix_XIII, It should be an option on product pages and in your cart.

on ‎10-24-2014 05:10 PM

I have an item in my cart and I see no chat option. I also checked the items details and I still so nothing to start a chat...

by Senior Social Media Specialist Senior Social Media Specialist
on ‎10-27-2014 10:57 AM

@ Saix_XIII, That's weird I was easily able to access this chat option in my cart and on various product pages. Have you tried looking on product pages?

on ‎10-27-2014 11:02 AM
Yea I have never seen it on the website either in no place not even the cart or product page which is why the idea was recommended in the first place
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