Chatting online to support consumers

In June 2012, our North America National Consumer Assistance Center began offering Web Chat to consumers who had difficulty disputing information in their online credit disclosure. Web Chat is offered when the consumer remains on a page without taking action for several minutes and was designed to lower the effort it takes for consumers to resolve their issue.

The service launched with five agents who could assist up to three consumers at the same time by answering questions, pointing the consumer in the right direction to enter their dispute and advising them about which dispute reason to select. Consumer satisfaction with this new service has averaged 83% and 73% of those who used Chat said they were able to resolve their issue on the web without having to use another contact channel. Web Chat is available 8 am to 5 pm in every US time zone.