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Help & Support

You can find lots of information on our services below, as well as the different help and support that we can provide.


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Live 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 wills 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 any of your discussions 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

Image of the VIVID chatbot connecting to an agent

  • 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

Image showing notification of average wait time and where the user is in the queue

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

 

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