Keeping It Real In Live Chat

Customers are always sending us gifts or offering to take us to dinner but we had never received a marriage proposal…until now.  Kelly (support fanatic) had a great live chat with a customer recently that started off with “I Love You” and ended with “Yea, Beers.” Check it out:

§   [13:31:14] Customer: I LOVE  YOU!

§   [13:31:32] Customer: please seriously, come over to NY so i can put a ring on your  finger you just made my day

§   [13:31:36] Customer: im such a linux idiot

§   [13:31:51] Kelly: Well I’m a guy so  that would be a bit odd ?

§   [13:31:56] Kelly:  But a beer would work!

§   [13:31:59] Customer: oh dude

§   [13:32:01] Customer: gross

§   [13:32:06] Customer: sorry the name through  it off

§   [13:32:13] Kelly: No worries… it happens alot ?

§   [13:32:17] Customer: yea beers!

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Angela runs integrated marketing campaigns for Rackspace. She started at Rackspace in 2003 and has done everything from Linux support, account management, sales, product marketing and now lives in marketing. She left Rackspace in 2005 to work for PEER 1 Hosting but returned in 2009 because she was interested in the cloud computing movement (and has always been a Racker at heart). Angela is a strong believer in the power of storytelling.

16 COMMENTS

  1. Funny, but you do realize that you have an employee here saying that a guy putting a ring on another guy’s finger is “a bit odd”?

    Of course people are entitled to their opinions, but is this one that you’re okay with broadcasting from your company blog without some sort of “We do not endorse the views expressed in this chat log” statement?

    • I think its obvious that it is nothing more than the reps opinion, which you mentioned he is entitled to. Do they really need to fill this post with legalese? This was a funny awkward moment for both of them and something that happens on live chat everywhere I’m sure. Let’s keep it light and not make mountains out of molehills 🙂

    • Jake – nobody said the customer in question was male, only that the customer and Kelly agreed that neither liked the idea of the customer putting a ring on Kelly’s finger once it was revealed he’s male rather than female as most would assume. There is nothing wrong with not liking the idea of having a relationship with someone!

      For that matter, regardless of gender getting proposed to as part of a customer service call is indeed “a bit odd”!

      • James: You’d be right if he’d just said “that would be a bit odd,” but instead he said “Well I’m a guy so that would be a bit odd.” If Kelly were, in fact, a girl, would “Well I’m a girl so that would be a bit odd” make any sense?

  2. Hi Guys, Thanks for all the discussion here. Rackspace does not endorse the view expressed in the chat log, and meant to offend no one. We just meant to illustrate how Fanatical Support illicits some of the real emotions between our customers, and support team. Thanks again for the good discussion.

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