Botchat part 2

Today was going to be the day that my new shoes and hoodie arrived! Yodel, the delivery company, now had delivery instructions to ensure they wouldn’t give up on delivering the parcel just because they didn’t look for the door bells in the right place. And they also had my number!

But again, after a long wait, the delivery window long past:

“Sorry we missed you. We’ve left you a calling card.”

!!!

Off to the Yodel webchat I went.

Today’s person left me waiting a lot, which is the opposite of what you’d expect from a webchat. It’s supposed to be instantaneous! Also, they didn’t seem to find my delivery instructions, or even mention the fact that I asked them to provide the driver with my phone number. Eventually, they even hung up on me, see below. But then I gave it another go. I really want my parcel! There might be a part 3, but let’s hope there isn’t.

Bot R: Good afternoon, Maike.,

Maike: Hi, where is my parcel?,

Maike: I’m waiting for it at home,

Maike: Was waiting yesterday too,

Bot R: I understand you want to know the status of your parcel. Let me quickly check what best can be done.,

Maike: I haven’t left the house. My door bell is working.,

Maike: This is the second day.,

Maike: Hello?,

Maike: Is someone there?,

Bot R: Thanks for your patience.,

Bot R: Sorry for the long hold.,

Maike: Where is my parcel?,

Bot R: Sorry for the inconvenience which you had, As I can check our driver was unable to deliver the parcel to your address . In this situation, our driver will be attempting the next delivery attempt for your parcel by tomorrow. ,

Maike: I am at home. I haven’t left the home. Same as yesterday. How could the driver not deliver the parcel, when I was at home?,

Maike: Will the driver be able to deliver it tomorrow, when I am at home?,

Maike: Could I please have answers to my questions?,

Bot R: Sorry for the inconvenience which you had, we will take care of this that you won’t have to face delivery issues from our end.,

Maike: How?,

Bot R: Please be assured, our driver will be attempting the delivery of your parcel by tomorrow itself. ,

Maike: How will that work if they have failed twice, while I was at home?,

Maike: What will they do differently tomorrow?,

Maike: Hello?,

Maike: Could I please have an answer?,

Bot R: If you want then i can add instructions for your parcel. ,

Maike: Your colleague added instructions yesterday. It clearly didn’t help.,

Maike: The house is easy to find. It is quite big. ,

Bot R: Kindly provide me one more time, I will add them for you. ,

Maike: What instructions do you have? The ones that your colleague added yesterday?,

Bot R: Could you confirm with me one more time? ,

Maike: What instructions do you have?,

Maike: Your colleague on the chat yesterday said they had added instructions. Could you please share them with me to make sure they are correct?,

Maike: Hello?,

Maike: Is someone there?,

Maike: Can I please speak to your supervisor?

“Rupal Nagvanshi has disconnected”

Bot A: Good afternoon, Maike. How are you doing today?,

Maike: I’m good thanks. No offense, but are you a real person, or a bot?,

Bot A: I’m a real person.,

Maike: Great! So, my parcel wasn’t delivered twice, even though I was at home, the door bell is working, the house is easy to find (it’s big!), and there are delivery instructions that should help with finding the door bells. What is Yodel doing to ensure my parcel will be delivered tomorrow?,

Bot A: I apologise for the experience you had with this delivery attempt.,

Bot A: I’ll help you with the best to resolve this for you.,

Maike: Two! Delivery attempts.,

Bot A: Could you please let me know any instructions that would help the driver to deliver your parcel tomorrow?,

Maike: There are already instructions. Your colleague yesterday said they’d added them. Could you please check if they have added them as they said?,

Bot A: Can you confirm this again. I’ll mention all those again and request the driver to avoid any trouble to deliver this parcel now as it’s a 3rd delivery attempt.,

Maike: Could you please check for me if any instructions have been added at all?,

Bot A: The delivery date was set on 18th. However, I’m not able to see any instructions in our system.,

Maike: Your colleague said yesterday, after the first of two failed delivery attempts, that they had added my delivery instructions. If I give delivery instrutions to you, how will I know that you will actually add them? ,

Bot A: Please trust me, I’ll add them for you. You can save this chat as a confirmation of that.,

Bot A: Once you’ll click on the end chat option, our system will show you the pop-up of “Would you like to end this chat”. Please click on “Yes”. Another pop up will appear on the screen “Would you like a transcript of this conversation on your given email address”, then you need to select an option “Yes” to get the chat transcript.,

Bot A: Could you please let me know any instructions that would help the driver to deliver your parcel tomorrow?,

Maike: Oh well, I’ll give it a try. Instructions: Door bells are at the small pedestrian gate closest to the church.,

Bot A: Let me quickly add that and arrange the redelivery for you.,

Bot A: I have now added the special instructions in this delivery and the delivery will be attempted on 20th May. So, you’ll not get any trouble in this delivery now.,

Bot A: Is there anything else I can help you with?,

Maike: No, thank you!,

Bot A: In fact, I must say thanks to you for your patience and all the understanding in this matter. It’s really appreciated.,

Bot A: Many thanks for contacting Yodel. I will now close down this chat but if there is anything else we can do to help in the future, please do not hesitate to come back to us. We really value your feedback in helping us improve our service and your experience.Please visit thelink below to complete our short survey: https://forms.office.com/Pages/ResponsePage.aspx?id=DBbeQ2luskWpzX4hWXCIfZXYVFHRXTVAjXkzhtKAVjJUN1BJUVdOSUhRV1UxSVhIMkpUWUlCOElBUy4u,

Bot A: Have a good night and stay safe. Cheers!

“Maike Waldmann has ended this conversation”