How to use chat
Ask our virtual assistant a question, and if it can’t find the answer, when we're open, you’ll be put through to live chat with one of our Customer Experience Advisors
- Any queries that you've got you can ask our virtual assistant, it's available on our website and when our customers log into their Online Account
- The virtual assistant will search through our helpful articles to try to resolve your issue.
- If it's not able to resolve your query and it's:
- during opening hours, it will start a live chat and put you through to one of Customer Experience advisors
- when we're closed, it will send your query over to our Customer Experience who will respond by the end of the next working day. - The virtual assistant and live chat options are always being worked on and improved based on your feedback
- We also have WhatsApp available which will follow the same process and give you the option to be put through to a live chat
We've created a video showing live chat in action and the features you can find:
- You can download a copy of your conversation (transcript) on the virtual assistant/live chat
- Select the down arrow at the bottom of your current chat to download your transcript
- Click on the envelope and enter your email address in and it will send you a copy of transcript once your chat ends
- You can also upload documents or photos by clicking on the paperclip
- When prompted you can send documents over to us through chat
- To send a document please click on the paperclip icon and select the file you would like to send
- You'll be able to send documents, photos and videos over to us
- There is a 5MB limit, so if your file is above this, you may need to send the files as multiple files
- At peak times there may be a queue to get through to our Customer Experience team
- If this happens you'll be placed in a queue and given an average wait time
- It updates every couple of minutes and will inform you when you're next in line to be answered
Follow the questions by our virtual assistant and you will be prompted to:
- Speak to an agent if we're open. Our opening hours are Monday to Thursday 8.30am to 5pm and Friday 8.30 to 4.30pm
- The query will be sent to our Customer Experience team if we're closed, who'll be in touch by the end of the next working day
