[NFBCS] What's with the Switch to Only Chat and Phone?

[Sabra Ewing]

have I used this wrong? Service but I couldn't figure out how to make it work. It said that someone from Wells Fargo would be calling me back and I waited and waited and it never did.

as for Chat I really agree that I do hate it because it is not the same service that you would receive over the phone. They just copy and paste things from a script that they have which they can't do as easily over the phone. Yes they can use a script but copying random things that are not as relevant to what you say and not reading what you write is something that can only happen on chat. O On the other hand, a lot of deaf people and AAC users cannot go on the phone. They can using alternative techniques, but people will not answer or will hang up on them. 

Sabra Ewing

> On Mar 2, 2022, at 12:27 PM, Amelia Pellicciotti via NFBCS <nfbcs at nfbnet.org> wrote:
> 
> Hello Nicole,
> Here is a website called get human. It allows you to get an alphabetical
> listing of phone numbers by company. Quite often customer service phone
> numbers can be hidden, or impossible to find, but I have not been let down
> by this service yet. I completely understand and agree that my preference is
> to speak to an agent when tackling a particularly difficult problem.
> However, if it is a simple question and response, I will use the chat
> function.  
> https://gethuman.com/
> 
> -----Original Message-----
> From: NFBCS <nfbcs-bounces at nfbnet.org> On Behalf Of Nicole Torcolini via
> NFBCS
> Sent: Wednesday, March 2, 2022 12:13 AM
> To: dandrews920 at comcast.net; 'NFB in Computer Science Mailing List'
> <nfbcs at nfbnet.org>
> Cc: Nicole Torcolini <torcolini at comcast.net>
> Subject: Re: [NFBCS] What's with the Switch to Only Chat and Phone?
> 
>    Okay, I feel a little better--not to make light of your situation.
>    My problem with both chat and phone is that there is not a paper
> trail. I mean, you can normally copy the chat session, but it is impossible
> to get back to the same person.
>    In short, I feel that, whereas email sometimes goes into a black
> hole, chat and phone calls go into quasars.
> 
> Nicole
> 
> -----Original Message-----
> From: dandrews920 at comcast.net [mailto:dandrews920 at comcast.net]
> Sent: Tuesday, March 01, 2022 6:57 PM
> To: 'NFB in Computer Science Mailing List'
> Cc: 'Nicole Torcolini'
> Subject: RE: [NFBCS] What's with the Switch to Only Chat and Phone?
> 
> I find that some companies seem to be switching to chat and some email, no
> phone. Whatever they are choosing, it is to save money. An agent can "chat"
> with multiple people at the same time, and just one on the phone, and email
> is very much individual. 
> 
> Comcast has options, but they pretty much forward you to use chat. You put
> something in, they answer, you answer, and have to wait up to a half hour to
> hear from them again. My session took 2.5 hours to accomplish anything.
> 
> Dave
> 
> 
> 
> -----Original Message-----
> From: NFBCS <nfbcs-bounces at nfbnet.org> On Behalf Of Nicole Torcolini via
> NFBCS
> Sent: Tuesday, March 1, 2022 7:24 PM
> To: nfbcs at nfbnet.org
> Cc: Nicole Torcolini <torcolini at comcast.net>
> Subject: [NFBCS] What's with the Switch to Only Chat and Phone?
> 
>            Excuse me if this is considered not accessibility related, but I
> consider it to be. Does anyone know why more and more companies are
> switching to only chat and phone contact-no email?
> 
> 
> 
> Nicole
> 
> 
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> 
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