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How long do your web chat chats tend to last?

2: Seeker
2: Seeker

In my experience I have found Vodafone web chats can sometimes be much longer than calling.

Do you folks typically have to stay on the chat a while when upgrading?


Hey @berno01 LiveChat can be a longer journey and it is important to keep the chat window open the entire time. Minimising the chat window and browsing online can cause delays. 

11: Established
11: Established

The "industry standard" is that a webchat will take 2-3 times longer than the equivalent call once you get through to someone, that's why (depending on what the chats involve in terms of other systems and how deep they go) webchat agents will typically be handling 2-3 chats at a time - It's for the business to make webchats the same cost or cheaper than calls. A lighter external workload (such as for those answering general questions) allows more chats before the service suffers than where they need to access your account etc.

In theory, taking 2 or even 3 chats at a time shouldn't affect how long each chat takes, but honestly who knows, I've been on calls with people from Vodafone apologising for 10 minutes waiting for one thing, god knows how they cope. 

3: Seeker
3: Seeker

They take forever - its so inconvenient - they ask you to login by sending you a security code, then this happens again at the start of the chat. They want all your personal details - you would think they were a bank!