Live Chat Help Session
Note:
Here's a help session I had today. I get email from this clothing company, and I genuinely like their products. Typically, I get up to three emails from them a day, and after not seeing any option to really adjust my email settings from my profile page on their site, I reached out to their live chat help....Maybe I was being unclear, but this seemed like a logic puzzle that Jill just couldn't solve...
Please wait for a [COMPANY] site operator to respond. You are now chatting with 'Jill' Your Issue ID for this chat is LTK1219307271X
Jill:
Thank you for chatting with [Company] today, my name is Jill and I'm happy to assist you.
Adam:
Hi Jill. How do I reduce the number of email from [Company]? In the email and social settings, I see "Once a day to announce new sale events," which is clicked, but I receive 2-3 emails from the company every day.
Jill:
Sure. If you log into your account and go your email settings. You can select to just receive the daily email of the new sales or I can unsubscribe you.
Adam:
I have selected to receive email Once a day to announce new sales, but I still receive email up to 3 times a day. I want to get the email, but with less frequency.
Jill:
Yes this sometimes can take about a week to update in our system
Adam:
This selection is the only option available, and has been selected as long as I've been signed up for [Company]. If it hadn't been selected, I shouldn't have been receiving daily email, correct?
Jill:
Yes that is correct. But if that is too much for you. I can unsubscribe you from all emails
Adam:
Ok - to make sure I'm understanding this correctly. When the website says "Once a day to announce new sale events" it really means "Up to three times a day," and a customer can sign up to get everything or nothing. Is that right?
Jill:
No that option means that you will receive 1 email a day. It can take about a week or so to update
Adam:
I'm not sure you're understanding. That option has been selected since I joined [Company], and there is no other option to say I want more than 1 email per day. How am I receiving up to three a day from the company?
Jill:
So sorry for the misunderstanding. That is the only option that we have available. You should only be receiving the daily email
Adam:
Ok - so I can get up to three a day, or I can deselect the receive email button and get nothing.Is that correct?
Jill:
If you deselect that option, you will receive more emails and offers. That is the only option we have to decrease the number of emails you will receive
Adam:
This system is baffling to me. I just want one email a day. Since it seems like that's not an option, I'd like to unsubscribe entirely.
Jill:
Sorry for the trouble. I just troubleshooted that for you. And was told to have you check and uncheck that button. Looks to be a minor technical issue. But I can still unsubscribe you. If you want
Chat session has ended.
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Adam:
That's ok, I'll try unchecking/rechecking. I like [Company's] products, so it would be a shame to not have them in my inbox anymore (albeit just once a day).
And Jill will never know she won the customer back.
