Friday, August 15, 2014

TWC Customer Support Live Chat reports wait time for a representative at over a half hour!

Generally I like to use online chat to engage with customer support (TWC or otherwise). I find it a more pleasant experience and I can do it discretely while at the office if needed. I've used TWC online chat support in the past with satisfactory results. Though I never was quickly connected with a rep in the past, my wait time to start a chat session with a TWC support person was estimated at over a half-hour! That's just a whopping delay. I think Time Warner Cable and all cable providers need to double down on good customer support in light of the recent bad press the industry has been getting. Minimizing support wait times for your customers would be a good first step. I do appreciate being notified of the estimated wait time so I'll let this play out to see how long it takes to get to a human...


Screengrab of chat initiation with TWC Customer Support, the estimated wait time for a support representative is over a half-hour!

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