Forum Discussion
How to get live chat to work?
How can I chat to the customer support team not a bot?
The pop-up chat box at smarty.co.uk/contact only seems to give search results to questions I type without an option to web chat with a person, even though it says that is possible from 8am to 8pm 7 days a week. How can I get out of the search mode and get a real person?
Thanks Talibat - hopefully that will be of assistance to someone. However, my issue was a bit different - which I solved myself as follows.
The problem I had was in the desktop website. (I expected to have to do things like restart my phone with the assistance so preferred not to use the phone app - apart from being more fiddly to type in - also I may have had difficulty accessing even that part of the app as part of the problem I was trying to solve). In the Smarty Contact web page there is a small chat box in the bottom right. The problem is, if you start in the 'Search for a topic' box within that then the 'Start a conversation' option disappears and you forget where it is and how to get back to it.
(Note to Smarty - this 'Start a conversation' button should stay as a visible option in the chat box even after you have done some searching, so you don't have use the back arrow in the box. As a customer completely new to the Smarty website layout, I couldn't remember what the 'Start a conversation' option looked like or where it was - if it even still existed!)
After someone else had a look at the same website on a different device I saw it was available and was able to work out how to get to it for myself on my own computer (use the back arrow at the top of the Chat box to get to the beginning of the chat box sequence if you find yourself in the Search option).
(I think this is really critical for Smarty to get right as if you cannot get help as a customer you are completely stuck! The chat box should also be more visible or linked to on other pages - maybe on every page! Can be so frustrating if the website says 'any problems, do not hesitate to contact us' but you cannot work out how to do it!)
2 Replies
Hello John,
When you sign into your Smarty App.
At the bottom of the screen you will see a button call Help. Press it.
That should take you to the Help Centre.
Somewhere on your screen you should see a speech bubble.
At the top right near to the words Help Centre. Press on it.
That will take you to were you want to be.
Between 8am and 8pm you are able to speak to an Agent.
Best to call before lunch time and be prepared to spend some time with the Agent as they ask you a series of questions to troubleshoot you query.
In the box type talk to a Human.
When someone is available they will reply greeting you. You will also see their name.
Start your conversation...
Good Luck 😇
Thanks Talibat - hopefully that will be of assistance to someone. However, my issue was a bit different - which I solved myself as follows.
The problem I had was in the desktop website. (I expected to have to do things like restart my phone with the assistance so preferred not to use the phone app - apart from being more fiddly to type in - also I may have had difficulty accessing even that part of the app as part of the problem I was trying to solve). In the Smarty Contact web page there is a small chat box in the bottom right. The problem is, if you start in the 'Search for a topic' box within that then the 'Start a conversation' option disappears and you forget where it is and how to get back to it.
(Note to Smarty - this 'Start a conversation' button should stay as a visible option in the chat box even after you have done some searching, so you don't have use the back arrow in the box. As a customer completely new to the Smarty website layout, I couldn't remember what the 'Start a conversation' option looked like or where it was - if it even still existed!)
After someone else had a look at the same website on a different device I saw it was available and was able to work out how to get to it for myself on my own computer (use the back arrow at the top of the Chat box to get to the beginning of the chat box sequence if you find yourself in the Search option).
(I think this is really critical for Smarty to get right as if you cannot get help as a customer you are completely stuck! The chat box should also be more visible or linked to on other pages - maybe on every page! Can be so frustrating if the website says 'any problems, do not hesitate to contact us' but you cannot work out how to do it!)
