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TalkTalk is integrating chat-style messaging into its popular MyTalkTalk app, so customers no longer have to hold for a response when they contact the service provider.  After a trial that starts today, the new update will be rolled out to all customers in the autumn.

The new functionality allows customers to send and receive messages from customer service agents within the app. Once a customer has sent a message, delivery notifications ensure both the customer and the agent can see when messages have been received and read. Push notifications alert customers to new messages, allowing them to get on with their day without worrying about missing an update or having to stay in front of a computer or on the phone to resolve an issue.

The update will let customers know when they should next receive a message, whilst giving time for agents to gather relevant information for their response. Queries can also be referred to specialist agents as the chat progresses if needed and the chat history will remain for the customer’s reference.

Kerry Edwards, Customer Experience Director at TalkTalk said: “We know how important our products and services are to our customers and if something goes wrong we want them to be able to contact us quickly and easily. However we know that life doesn’t always allow for customers to stay on the phone or on live chat to our agents, so this app update means customers can now chat to us when it’s convenient whilst we can get on and resolve the problem.”

This is the latest example of TalkTalk’s ongoing commitment to customer experience. A million customers have taken up TalkTalk’s innovative TalkSafe service after it became the first UK telecoms provider to roll out voice biometric technology.

Since its launch in 2016, TalkSafe has reduced customer verification time by 80 per cent to just 12 seconds, improving the efficiency of the customer service experience while providing one of the most secure forms of identification. TalkTalk remains committed to putting customers first, having become the first telecoms provider to scrap separate line rental charges on its packages and reward existing customers’ loyalty by offering them the same best-value deals offered to new customers.  Since revolutionising its packages in November 2016, over a million customers have avoided ‘bill shock’ by fixing their broadband price for up to 24 months.

New and improved technical support and repair processes have seen TalkTalk report an increase in first-time fix rates, with fewer customers with a broadband issue calling back within seven days. This, coupled with greater investment in the network to upgrade line stability and speed, has seen an increase in Net Promoter Scores (NPS).

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