VP Marketing
June 14, 2019

Live Chat 101: how to make the most of Chip's Customer Support

Found in the Account tab on your Chip app and open between 8am and 6pm Monday to Friday, Chip’s Live Chat gives you hotline straight into Chip-HQ.  

Harry, our Live Chat manager, and all-round guru on all the mechanics of Chip,  gives a quick walk-through on how to make the most of talking to the live-chat team.

Give details

Whilst saying 'help!' will always get our attention, the most helpful thing for us to see is a message containing concise details of the issue you're experiencing.

This could be anything from an exact withdrawal amount that you are having trouble locating, to the fact that you have changed your bank account in the last couple of weeks.

The easiest way is sending a screen-grab of your issue . This allows us to see specific error codes or just see exactly what is appearing for you! Screenshots give us a slight head start on the issue, which in turn makes it easier and quicker for us to resolve your issue super quickly.

Don't waffle or spam

Not just delicious foods (though, spam is possibly a bit more subjective), these two can cause the prolonging of an issue, which can be frustrating for both customer and support!

Our job is to do everything possible to make sure that you leave live-chat happy and satisfied with the outcome of your query.

We're pretty sure that there are many things you would rather be doing that chatting to us, so by keeping it concise, we'll get your query resolved quicker.

Resist the temptation to open more windows

If the humble screen-grab is our hero, our nemesis is opening more than one live chat window.

We understand that it can be tempting to send several different messages so that your query gets resolved quicker, but it actually hinders our response time.

Creating several message requests is harder for us to keep track of - we lose instant access to your previous chat, which means that we most likely will have to ask for certain details and clarifications again!

Please have patience

We understand the frustration of things not going the way they are supposed to  -  it happens every now and then! Chip is not infallible, and we don't claim to be.

Our mission is to always be on hand to assist, and make sure any issues are solved to the best of our ability.

Something that helps more than you'd think, is someone that gives us not only the time to do this, but the patience and understanding to get your query solved correctly and efficiently.

Keeping a cool head helps us all get issues resolved quicker than they wrapped up Game of Thrones (too soon?)

Don't abuse our team (or anyone…)

Sometimes, we find customers lacking in aforementioned patience  -  which is absolutely fair. However, abusive messages and swearing are not tolerated on any Chip forum.

Whilst we are able to withstand the occasional outburst of frustration (we do accept apologies and GIFs, or even GIF apologies), we have no time for people that go out of their way to verbally attack our live chat operators.

A general rule of thumb for any customer service is speak to others as you would like to be spoken to (you know that famous saying on how you can judge someone’s character on they treat waiting staff?).

If you do send us abuse, we will give you a warning. If you do not heed this warning, we hold the right to close your Chip account and return your funds to your current account.

Fortunately, we have an outstanding Chip community, and occurrences of this have been rare!

Rate us fairly

During every live chat conversation you will receive a prompt to rate whoever you have been speaking to on live chat.

This is represented by the pretty straightforward emoji-scale-of-happiness (patent pending): 🤩 to 😠. We welcome any and all feedback regarding help that we have given you on the app, and ask you to be truly honest.

If you have had excellent customer support, please give a starry-eyed rating and a comment! Alternatively, if we have not been up to scratch, please tell us so that we can assess and amend the situation if needs be.

We use these ratings as a parameter to keep track of how well we are succeeding in the land of customer success, so we ask you kindly to rate us on the customer service received, not with any gripes with the app!

Send GIFs!

We love GIFs. There, we said it! The new and improved Chip 2.0 app allows us to send and receive GIFs in live chat. If you've got a spare moment, or just feel like sending one over: do it!

If you're lucky we may just send one back (disclaimer: we will always reciprocate GIFs, we can't help it!).

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