Metro has recently launched a new feature on Metro.net, Live Help beta.
Live Help beta creates a seamless link between Metro.net and Customer Relations, allowing patrons to chat live with Customer Information Agents via a web based instant messaging interface. This provides web savvy (or phone-phobic) customers with an easy alternative to calling 323-GO-METRO, Metro’s Customer Relations line.
Robin O’Hara, Senior Communications Officer at Metro, says the purpose of implementing Live Help is simple: better customer service.
The growing popularity of Metro.net, which has seen a 27% spike in page views since relaunching last year, also played a part in the decision to launch the new service. “More of our customers are using Metro.net and we wanted to deliver the best technology possible in helping them to navigate not only our website but also the Metro system,” says O’Hara.
Serious work on making Live Help a reality began last October. In addition to finding the right instant messaging technology for the job, Metro’s Customer Information Agents had to be trained in online communications – an important step to ensure that Metro’s standards are kept in the transition from voice to text assistance.
While Live Help is still clearly in the beta stage – meaning it’s a work in progress and the kinks are still being worked out – it’s completely open for the public to take advantage of. Live Help beta is best used for questions where immediacy is important – think fare questions, transit directions or other issues that can be asked and answered succinctly. Larger issues or kind words are probably better saved for the Customer Comment form.
Live Help beta is just another tool in Metro’s increasingly robust arsenal of online services that are aimed to improve the customer experience – give it a try and leave your feedback in the comments, by filling out the Customer Comment form, emailing email@example.com or by leaving a comment on Metro’s Facebook page.
Added bonus: I tested Live Help on the iPhone and it works!
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