Answered question

Suggestion for Chat Bubble.

There are lots of people complain it is difficult to active the chat bubble. Why not just show up the chat bubble all the time on "Contact Us", and make a line up alert? Right now, people can not see the bubble but do not know the reason: because my internet problem, or they are buss, or the system problem. If the bubble always clickable, and show my position on the waiting list, then I can decide what I can do: just wait a few minutes, or give up to wait; or just have my lunch if I am at position 50. Hope Fizz can consider it.

Mike
Mike

Mike

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Level
4
5000 / 5000
points

I believe that they would like to force you to find your own answer

from the home page, « if you are stuck along the way » it implied that you are looking :D

You’re
a DIYer

With Fizz, everything happens online. Our services and the tools we offer are simple and easy to use so members can make their way on their own. If you get stuck along the way, don’t hesitate to chat with our Customer Service team.

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Other answers

Mike is correct. If Fizz put the chat bubble on contact us page, everyone will be using the chat bubble instead of the forum and help pages.

Once you know how the chat bubble works, you will be able to find it easily when you need it.

Jeff
Jeff

Jeff

User level
Level
0
14 / 100
points

Why would making the chat bubble permanently active force Fizz to hire more customer service reps? Just display the bubble and the size of the current queue as the OP suggested. All the current system accomplishes is frustrating Fizz' customer base.

Yes, I understand that Fizz want to let people searching the question first. But still, it is annoying for the difficulty to reach the team. I know we can use Facebook etc. But I, personally, do not like Facebook. I think Fizz can give, for example 50 points, per month. If people ask for an assistant and this assistant is NOT necessary to have Fizz interfere, then Fizz would take 10 points away. In this way, people could search the answer first.

Sometimes, I need help from Fizz, but have to wait for long long time to see the bubble. Do not know how long, and just wait facing the screen. It is really annoying. I know there is a way to find Chat quickly (unsubscribe), but for newbie and guest, they do / can not know. Also, if everyone use this method (unsubscribe) to reach Fizz, it is the same thing like what I suggested above (people won't do their homework). This is a serious reason why lots of people left Fizz - because they do not know how to get support, especially for emergency issue.

The problem is that Fizz is not designed to be for everyone. If you need to speak to a live person and have your hand held through every step of signing up and managing your mobile account, Fizz is probably not for you.
.
This can get frustrating when you're dealing with yet another Fizz bug in your account, which neither you nor any other customer in the community forum can do anything about. Hopefully over time their interface improves and the worst of the bugs go away so that this is less of an issue.

I tried a regular help page, but the chat bubble is not coming up.

I am thinking support is still busy with the recent reward and price changes.

 

With this link: https://fizz.ca/en/faq/resolving-issues

Chat will work when needed always during business hours.

If it is non urgent, I usually contact Fizz via Facebook messenger. Or else, I go for the chat and it is there during their opening hours. It was not at the beginning when I joined (March 2019), but it is there now when I need it.

GOAT
GOAT

GOAT

User level
Level
3
2297 / 5000
points

This is why I always go through Facebook Messenger.