Notes

Welcome to Bell Mobility chat, this is Nina. How are you doing?

Hey, you're on Virgin Mobile's chat service this is Nina. How are you today?

Excellent! Good to know that! How can I be of assistance today?
Perfect! I'm glad to know that, I am well thanks for asking, how can I help you today?
I'm really sorry to know that. How can I help you today?
Can you please provide me a brief description of the issue your having so I can provide you the best resolution possible?

For ID validation requirement, can I please have your full name, mobile number and the email address on file?

To assist you better with your concern I need to pull up the account first, may I please have your full name, mobile number and the email address on file?

VALIDATION OK:
Thanks for validating the account, please give me a moment while I check on the on your account.
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UPSELL: Oh by the way I see something interesting on your account that you might wanna take advantage of, please remind me later so that I can discuss it with you.

Going back to what I mention earlier I am pleased to inform you that your address indeed qualify for our Home Internet Service. By getting this service it will let you enjoy accessing the internet without worrying about going over your data each month with fast-blazing speeds.

For only $60/mo you can enjoy speeds up to 50 MBPS for the download and 10 MBPS for the upload speed. Having this kind of service let's you surf the net without buffering, you can enjoy playing online games or stream/download videos and music in a couple of seconds/minutes depends on the file size.

This offer just for a limited time only. Rates and availability are subject to change without prior notice. I highly suggest you take advantage of this awesome offer whilst hot.
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WRONG EMAIL:
Thanks Laurie however I am seeing a different email set on file. Can I please have your date of birth or postal code instead?

WRONG EMAIL GOT PIN:
Thanks Laurie however I am seeing a different email set on file. Can I please have your 4 digit PIN/Password instead?

WRONG EMAIL

CHECK PAYMENT:
I understand you already paid for your service, no worries I'd be happy to check your account to see if the payment is posted so we can get your services back up and running.

PAYMENT ARRANGEMENT:
I understand you'd like to keep the services active and avoid any service interruption, to make sure all you need to do is set up a payment arrangement. You cna set up one online/app (if account is not yet suspended), or you may call our Accounts Receivable team and they'll be happy to process it for you!

BILL DISPUTE:
I'm sorry your having issues with the bill and charges, no worries I'll go ahead and check your account to see what caused this and have it corrected.

ADD DATA:
I understand your running out of data, no worries i'd be happy to check your usage to see how much data we need to add.

DATA DISPUTE:
You might be thinking that your connected to WiFi but if data is left on most probably tablet will still connect to data instead of WiFi especially if WiFi connection is poor

If you connect to WiFi please make sure that the mobile data settings is off on the device to make sure it will only connect to WiFi alone.

Our system uses state of the art facilities to determine if data usage is done via WiFi or using our mobile data network. There are even 2 data usage alerts sent to you as a warning. If you want to dispute these data charges further and have it investigated you may call our Technical Solutions team.

NO DATA:
I'm sorry your having issues connecting to the internet, no worries I'll get this taken care of for you!

UPGRADE:
Good thing you got me on here, I'd be happy to check your eligibility for an upgrade as well as your options to get a new phone!

You're very much welcome! You can also check this link on the site to check your options for it. Plan-wise + pricing:

I appreciate you considering to upgrade your existing device and extend your stay with us, for a more competitive price and special offers and deals I highly suggest for you to call our Client Care, or you can upgrade to a store (if you wnat to get the device same day) and you can also upgrade it via my account/app online.


PRE-CLOSE
Appreciate your patience on this. Please let me know if I can offer additional support.
You're most welcome! Is there anything else that I can do for you today?

DEAD AIR:
I'm sorry, I don't mean to rush you or anything, but I haven't received any response do you still wish to chat?
Are we still connected? I haven't got any response do you still want to chat with me?

CLOSING
I'm glad to be of service! Thanks for chatting, again this is Nina, have a wonderful day ahead! To close the chat, just click the "Close" button on the top right-hand corner of the chat window. Thanks again!

XFER:
Sorry I am not able to assist you on this and that you have to go through them, no worries once you speak to them your issues will be resolved in no time. I appreciate your time and patience on this, let me know if I can offer additional support

I understand you alrady spent time chatting online and calling them will take a couple minutes more, but no worries once you have them on the line your issues will be resolved immediately