[Suggestion] Much Needed Online Tech Team

Question

This is a suggestion I've made to many many websites and most, if-not all, have implemented the feature out of common sense.
Online Tech Team. A team of people whom sit waiting in a queue-based chat system** ready and able to solve problems for the online person.
These people would need access to certain departments of BT's own system, involving Engineer call-outs, account information, bookings, etc etc etc.
If a person can't get on the internet... they crack open their HUB Manual and locate the all important Phone Numbers to ring. If a person such as myself right now, can't use a phone because the line is faulty - and has seriously reduced internet speeds and desperately needs to talk to someone with some common sense - a person such as myself right now, might browse the help sections of such a website like BT and locate a "Live Help" button, bold and large, inviting me to click the button and insert my BT landline number, my Account Number, the account holders name (And mine if acting on behalf of account holder) and maybe even other little details like a selection field comprising of subjects to the nature of the help request. FE:
Internet Problem
Landline Problem
Account Enquiries
Billing Enquiries
Etc, etc etc
A person such as myself would then have the ability to connect directly to an online operative whom is then able to quickly and efficiently solve ones problem. In my case... said operative would heed my call and become aware that my internet connect is terrible and my phone line is dead. Rather than someone who denies all knowledge of a line fault and blames it on the Exchange, said person can then do a live line test - appropriate. The operative will then be able to say - "Hey, your line is faulty. Let's book an Engineer!" I would then type in my nice shiny little text box, giggling and jerking around in my chair like an excited kid being offered sweets and toys, YEAH NICE. Engineer then turns up at door, does tests and solves problems, I then report back to operative at the email he left me at the end of the conversation with a - NICE ONE, SOLVED! Said operative closes my case and a once again happy customer is no longer disappointed at his ISP, but pleased at the epic levels of awesome displayed by one tiny little addition to said ISP's website.
This ability to communicate live, via the internet - would drastically improve productivity on BT's part and would generate MANY happy customers - whom feel satisfied that their problem has been solved.
Simple solutions often missed by complicated companies. C'moooooon BT, you know you want to.

Answer 1

Hi RobM
You will find the Live Chat options in the Contact Us section of BT.com.  If you go to http://www.bt.com/help you will see a box on the bottom right which says ‘contact us’, click there and this opens up the contact options.
Here is an example of where you will find the Live Chat option:
Billing  >  Query about my phone bill/payments  >  I want confirmation of a recent payment
Thx
Kerry
Retired BTCare Community Manager - StephanieG and SeanD are your new Community Managers
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