New Chat with MS feature

[dianeschlicht]

LOVE IT! Not sure how long it has been there, but there is a "chat with a cast member" box on the main DVC reservations page. I clicked on it today and was able to make my requests for location for our December ressie that way. How easy is that? GREAT idea!

 

[dianeschlicht]

So how long has this feature been on the DVC member's page? I go there weekly, and today was the first time I noticed it.

 

[lisaviolet]

LOVE IT! Not sure how long it has been there, but there is a "chat with a cast member" box on the main DVC reservations page. I clicked on it today and was able to make my requests for location for our December ressie that way. How easy is that? GREAT idea!

Thanks for the head's up, Diane. That is a great feature.

 

[Disney Dreams]

So how long has this feature been on the DVC member's page? I go there weekly, and today was the first time I noticed it.

Late September, to mixed reviews of DISers.

- Dreams

 

[disneynutz]

Is it worth paying for chat when we can send an contact form or call?

I'm sure that it cost thousands of dollars, penny's per owner but still thousands.

Bill

 

[dianeschlicht]

Is it worth paying for chat when we can send an contact form or call?

I'm sure that it cost thousands of dollars, penny's per owner but still thousands.

Bill

I guess I don't see why. The person you are chatting with is a MS cast member. I found it to be very helpful for making the request. I'm sure requests and questions would be the best use of chat.

 

[disneynutz]

I guess I don't see why. The person you are chatting with is a MS cast member. I found it to be very helpful for making the request. I'm sure requests and questions would be the best use of chat.

Why chat if you can talk? The hardware and software costs to install and maintain and the CM may be sitting at a chat work station. The sessions are recorded, archived and they take up storage space.

The possibility exists that the chat CM may be in another country, or working for another company under contract to Disney.

I guess it really doesn't matter, I just don't see the benefit.

Bill

 

[aymekae]

As somebody with a lot of admittedly irrational phone anxiety, I'm glad there's a chat option. I was worried about it when I signed up for DVC, but then they rolled out online reservation, which has been wonderful. Value added service for me.

 

[dizfan]

We chat requires minuscule bandwidth and storage compared to phone calls. In addition, because of cell phone popularity, call centers see longer calls due to poor signals requiring repeating of phrases.

All for web chat because of the savings it can be for dues. Hopefully, Disney is also looking at some significant technology being developed for call centers today.

 

[CruzTerri]

I'm all for the chat feature, makes it easier to connect from work. Chat takes up no more man power than manning a phone, and it's less expensive.

 

[bakerworld]

Why chat if you can talk? The hardware and software costs to install and maintain and the CM may be sitting at a chat work station. The sessions are recorded, archived and they take up storage space.

The possibility exists that the chat CM may be in another country, or working for another company under contract to Disney.

I guess it really doesn't matter, I just don't see the benefit.

Bill

Frankly, the benefit is the non-person contact - pre & post DVC I can't tell you how many times I've just hung up on a CM and called back. I find the chat - inspired probably by the fact that it is recorded - more direct and helpful. Don't get so much IDK

 

[bakerworld]

I'm all for the chat feature, makes it easier to connect from work. Chat takes up no more man power than manning a phone, and it's less expensive.

 

[Novakm]

I worked with a contact center on some cost improvements. One thing I learned is chat is cheaper to operate than phone calls. One person can operate several chats at once, and much of the typing is automatic canned responses.

Hats off to DVC for saving money while adding options for members!

 

[quirty30]

Interesting - I tried to do the same thing as the OP (a location request for an upcoming reservation.) This was the reply I got from "Vern":

"We apologize for the inconvenience but we are unable to book reservations, modify existing reservations, create waitlists or do Disney's Magical Express reservations, via chat. If you would like assistance booking online, I will be happy to assist you with that process, however."

Off to sit on hold now......

 

[katiekomo]

As a stay at home mom with a toddler, I LOVE being able to chat online instead of on the phone. I can usually get my answers much more quickly and my little guy can babble away without my trying to shush him and talk to the agent at the same time (or having to wait until nap time). So for me, I'll use it!

 

[Donna M]

I saw the chat and figured that it would be real talking, lol. Boy, do I feel stupid I didn't put too much thought into it though since I didn't have any questions. I might consider it in the future.

 

[CruzTerri]

"We apologize for the inconvenience but we are unable to book reservations, modify existing reservations, create waitlists or do Disney's Magical Express reservations, via chat. If you would like assistance booking online, I will be happy to assist you with that process, however."

Wow, guess since they are just getting "Chat" started, if all they can do is guide you through making an online reservation, that's severely limiting available assistance.

I will hope that in the future this will change so that they can help with modifying reservations etc. through the chat feature.

 

[Snurk71]

I worked with a contact center on some cost improvements. One thing I learned is chat is cheaper to operate than phone calls. One person can operate several chats at once, and much of the typing is automatic canned responses.

Hats off to DVC for saving money while adding options for members!

Ding, ding, ding...

Chat support is supposed to be much cheaper than phone support.

Sent from my SAMSUNG Note2 using DISBoards

 

[bookwormde]

Yes chat is much more efficient than phone support.

If full featured it also can meet ADA requirements for hearing disability accomidations

 

[M4travels]

And for those of us who have real horrible phone service (I love Mexico for many things but phone communication hasn't been the best), chat services are fantastic.

Michael