Mar 24, 2014, 11:28 am
American Express (USA) replaces Email (SM) with Chat
Aug 4, 2013, 10:35 am
#1
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Original Poster
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,958
American Express (USA) replaces Email (SM) with Chat
To better serve you, we are replacing Email Servicing with Live Chat. Starting on August 30th, you can get immediate help by chatting live with a customer care professional.
The website is already pushing users to chat, but when I asked how to use email I was given this link:
www.americanexpress.com/messagecenter
...and even though the process starts with the same dialog I was not forced into chat.
Last edited by mia; Aug 4, 2013 at 10:41 am
Aug 4, 2013, 9:39 pm
#3
Join Date: Jul 2011
Posts: 64
I tried out the chat feature and its beyond stupid. If I want to waste 15 minutes going back and forth I would call. The beauty of SM was that I sent a message , went my merry way and it got done.
This is besides the huge cost they will incur by requiring people available at all hours to chat instantly.
I HOPE they will keep the option to SM for people that have a life.
This is besides the huge cost they will incur by requiring people available at all hours to chat instantly.
I HOPE they will keep the option to SM for people that have a life.
Aug 5, 2013, 8:19 am
#4
Join Date: May 2000
Location: Houston, TX, USA
Programs: UA 1K, AA Lifetime Platinum, DL Platinum, Honors Diamond, Bonvoy Titanium, Hertz Platinum
Posts: 7,970
I would imagine that complex issues would be handled by chat in the same way that they are handled when you phone: they open a ticket to whatever department needs to handle the issue that does not speak to customers directly, and it gets handled offline.
I can see why they'd want to move to this model. Anyone that's been on the receiving end of customer service emails knows full well how woefully inadequate many people are at writing them. Well over half of the ones I see leave out crucial information that prevents the matter from even being looked into. The interactive nature of chat vs email solves that problem.
I can see why they'd want to move to this model. Anyone that's been on the receiving end of customer service emails knows full well how woefully inadequate many people are at writing them. Well over half of the ones I see leave out crucial information that prevents the matter from even being looked into. The interactive nature of chat vs email solves that problem.
Aug 5, 2013, 8:42 am
#5
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Join Date: Jun 2003
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Aug 5, 2013, 9:28 pm
#6
Join Date: Jul 2011
Posts: 64
. I pointed out the waste in doing that , he then suggested I cut and paste to my PC that way I could reference it later. Back and forth got him to ask his supervisor . Bottom line they dont have a way of saving it that we both could reference it!!!
Aug 5, 2013, 10:12 pm
#7
Join Date: May 2010
Posts: 583
Just tried it today also and experience is not good.
1) There is no indicator for me or the agent typing.
When I entered chat, I was typing my questions for about 15 seconds and the agent send, I assume a canned message, saying that they didn't hear anything from me and do I still want to continue to chat.
I copied what I typed before sending a "Yes, I do" , but I can see someone will be frustrated if they were cut off before they finished typing their question.
2) It took almost like 15 minutes of interaction and at the end for the agent still having to send the request to the account services team for an answer. Like what whynotnow said, I prefer to spent a message and go on my way while the request is being processed.
1) There is no indicator for me or the agent typing.
When I entered chat, I was typing my questions for about 15 seconds and the agent send, I assume a canned message, saying that they didn't hear anything from me and do I still want to continue to chat.
I copied what I typed before sending a "Yes, I do" , but I can see someone will be frustrated if they were cut off before they finished typing their question.
2) It took almost like 15 minutes of interaction and at the end for the agent still having to send the request to the account services team for an answer. Like what whynotnow said, I prefer to spent a message and go on my way while the request is being processed.
Aug 6, 2013, 10:26 am
#10
Join Date: Dec 2009
Location: PHX
Posts: 623
Aug 6, 2013, 10:56 am
#11
Join Date: Jul 2011
Posts: 64
Aug 8, 2013, 12:10 pm
#14
Join Date: Jul 2011
Posts: 64
In order to better serve you, we now offer Live Chat with a Customer Care Professional as an alternative to Email. If you send us an email between now and August 30, it may take up to 72 hours for you to receive a reply. After August 30, the option to Email Us will no longer be offered.
They couldnt wait to do this bonehead move until Aug 31st at least
They couldnt wait to do this bonehead move until Aug 31st at least
Aug 8, 2013, 10:53 pm
#15
Join Date: Dec 2010
Programs: Hilton Diamond, Marriott Titanium, Radisson Gold, Hyatt Globalist, M life Gold, IHG Spire
Posts: 918
In order to better serve you, we now offer Live Chat with a Customer Care Professional as an alternative to Email. If you send us an email between now and August 30, it may take up to 72 hours for you to receive a reply. After August 30, the option to Email Us will no longer be offered.
Sprint Nextel did the same thing, and I absolutely hate it. You start out with someone who knows less than you do, and then you have to wait for them to ask their supervisor. It's like they are chatting with more than one member at once.
I plan to complain (by e'mail!!). I hope the rest of you will too.