#126-PayPal Live Chat Review

There is always a customer support angle, even on Honesty Day.

The outsourced customer care services market will grow at a cagr of 6% in 2017-2024. In the late 1980s, quantum link created an online messages (olm) module for the commodore 64 home computer. In 1998, Jabber/XMPP, the technology that is at the heart of live chat was invented. In the same year, Live Person launched its operations. It has a market cap of around $4.7 B at the moment. The corporation offers ai-powered conversational cloud services. In 2009, olark launched the first on-page live chat. Live chat is possibly the most popular customer support channel. “Comm100 discovered that 82% of customers were satisfied with their live chat experience, compared to just 61% of email users and a worrying 44% of phone users.”, according to SuperOffice. In addition to that, “79% of consumers prefer live chats because they offer instant responses”, mentions 99firms. There is even a marketplace of certified live chat experts. Live chat integration is crucial in conversion rate optimization.

 

Mgtheboss.blogspot.com decided to understand how good the live chat support of paypal is. The reason paypal was chosen is it is an industry leader in fintech. It has operations in over 200 countries. “The average PayPal user conducts 36.9 transactions per year”, writes Milan Urosevic. It has recently started accepting bitcoins and similar cryptocurrencies, although experts are divided on whether the move will have a significant impact on global economy. Experts have written books that offer guidelines to integrate paypal in an e-commerce site. Thousands of merchants have benefited due to paypal. “The truth must be told. We are here because of PayPal. I am inspired by what PayPal is doing and we want to continue to grow with PayPal”, said Vipin Sahu, Co-Founder, Webkul, in a recent paypal interview. Headquartered in Noida, UP, it is a reputed online b2b/b2c marketplace platform. Webkul’s client’s include unilever, nokia, & the united nations.

 

We got in touch with paypal through their live chat channel 3 times with genuine business inquiries.

 

Paypal live chat #1

 

Live chat

 



Thank you for choosing to chat with us. An agent will be with you shortly

 

Hi, We are contacting you on behalf of REDACTED. We are responsible for the maintenance of the project. We are trying to access a paypal account, REDACTED@gmail.com, from a location in REDACTED. We are unable to login. This is very urgent and might result in millions of dollars in losses for the users of REDACTED. Kindly resolve the issue as soon as possible. We appreciate your cooperation.

 

10:54 AM

 

You're now connected to Balvinder

 

Will you be able to share an update?

 

10:57 AM

 

BR

I am sorry for the inconvenience caused to you let me access your account and help you accordingly.

 

10:58 AM

 

- Balvinder

 

BR

Please help me with your First and last name and last four digits of bank account/debit card number ?

 

10:58 AM

 

- Balvinder

 

First name: REDACTED Last name: REDACTED, original account holder name: REDACTED, last four digits of card no: REDACTED.

 

11:03 AM

 

BR

I see that this account is REDACTED based account and we're only be able to access REDACTED based account in this case I request you to please contact REDACTED PayPal support so they will help you accordingly.

 

11:06 AM

 

- Balvinder

 

Can you not forward us to the REDACTED paypal live chat support?

 

11:07 AM

 

BR

I am really sorry we are unable to transfer you to REDACTED chat support.

 

11:10 AM

 

- Balvinder

 

Please provide us the link.

 

11:11 AM

 

BR

Here is there link for REDACTED website: https://www.paypal.com/ REDACTED /webapps/mpp/home

 

11:13 AM

 

- Balvinder

 

Paypal live chat #2

 

Hi, I'm the PayPal Assistant. How can I help? Choose one of these options or add your question below.

 

3:14 PM

 

- PayPal Assistant

 

Hi, We are unable to confirm a user email address added to the account, REDACTED . Please resolve the issue as soon as possible.

 

3:15 PM

 

I found some articles in our Help Center that might help you. Check them out! If you need more help, please rephrase your question or type “need more help".

 



How do I archive payments?

What is PayPal.me? Can my charity use it to fundraise?

When do I receive my PayPal Business Debit Mastercard® Cash Back rewards?

 

3:15 PM

 

- PayPal Assistant

 

need more help

 

3:15 PM

 



Would you like to send this conversation to a customer support agent? We typically respond within a few hours.

 

3:15 PM

 

- PayPal Assistant

 

Yes

 

3:15 PM

 



If you haven't already, let us know why you're contacting us. Feel free to step away and we'll notify you by email or push notification when we've responded.

 

3:15 PM

 

- PayPal Assistant

 

LE

Hi Manojit. Welcome to PayPal Messaging. My name is Lynette. I understand the urgency of confirming your email address. I am here to help you sort this out. Upon carefully checking, let me send you the confirmation link on your email account. Make sure to check it as soon as possible since it has an expiration time on our system.

Moving forward, just to double check if the link already expired when you click it, here's how to confirm your email manually:

Click the Settings icon next to "Log out".

 

Click Update beside the email.

 

Click Confirm this email.

 

Click the link in the email to complete the confirmation process.

 

Make sure to follow these two options I provided. You cannot receive money if you did not confirm your email first.

 

Thank you for contacting PayPal and for being a valued customer. If you have no further questions, you can close the conversation by selecting End Message or by clicking the "X." Have a great day ahead.

 

3:20 PM

 

- Lynette Jane

 

We followed the steps before, we did not receive the confirmation mail.

 

3:23 PM

 

The spam folder is empty. The mail is not in other folders.

 

3:28 PM

 

LE

Alright, I see. If that is the case, I checked here we currently have an ongoing issue with receiving your email confirmation from PayPal. Rest assured, let me prioritize this concern for you to our higher technical team. We will surely let you know if the problem is solved. I do apologize for the delay it is causing you. Have a great day ahead and happy holidays. You can now properly close the conversation by clicking the "X."

 

Paypal live chat #3

 

 

Hi, I'm the PayPal Assistant. How can I help? Choose one of these options or add your question below.

 

3:45 PM

 

- PayPal Assistant

 

Hi, Please send a confirmation email to this email address, REDACTED@gmail.com . Please note the 1 at the end of the user name. We are unable to confirm the email address from the web site.

 

3:46 PM

 

I found some articles in our Help Center that might help you. Check them out! If you need more help, please rephrase your question or type “need more help".

 



How do I archive payments?

What is PayPal.me? Can my charity use it to fundraise?

When do I receive my PayPal Business Debit Mastercard® Cash Back rewards?

 

3:46 PM

 

- PayPal Assistant

 

*note

 

3:47 PM

 



Would you like to send this conversation to a customer support agent? We typically respond within a few hours.

 

3:47 PM

 

- PayPal Assistant

 

Yes

 

3:47 PM

 



If you haven't already, let us know why you're contacting us. Feel free to step away and we'll notify you by email or push notification when we've responded.

 

3:47 PM

 

- PayPal Assistant

 

SP

Hi Manojit. This is Sandip. I will be glad to assist you today. I understand your concern regarding email. I have reviewed your account details and can see that email ID REDACTED@gmail.com is linked to your PayPal account.

 

if the email ID REDACTED @gmail.com is incorrect and REDACTED @gmail.com is correct then I suggest you to add this email and confirm.

 

You can have up to 7 active email addresses on your PayPal account. You cannot add the same email address to more than one PayPal account.

 

Here’s how to add an email address to your PayPal account:

Log in to your account.

 

Click the Settings icon at the top of the page.

 

Beside 'Email address', click the plus symbol.

 

Enter your new email address and click Add Email.

 

When you add an email address to your PayPal account, we email you to confirm that you own it. Click the link in the email to confirm it.

 

I hope this resolves your query and if not please feel free to let us know.

 

New update: You might have heard about the second Payment Services Directive (PSD2) – the new EU legislation that introduces two-step authentication for online transactions. The way you log in and pay with PayPal is changing. It's important to add and confirm your phone number so that you can continue to log in to your account or if phone number is linked make sure it is valid and working and have cleared the confirmation step on your PayPal account for a uninterrupted and hassle free service.

 

Thank you for contacting PayPal and for being a valued customer. If you have no further questions, please close this conversation. You can close the conversation by selecting End Conversation or by clicking the "X." If you respond to this message, another agent will follow up with you.

 

3:54 PM

 

- Sandip

 

No. We are not trying to confirm the original account email. We are trying to confirm the email of a recently added user.

 

3:55 PM

 

SP

Can you please confirm if you are willing to confirm email REDACTED@gmail.com or REDACTED@gmail.com?

 

Feel free to reply whenever you're ready and we'll reply as soon as we can.

 

3:57 PM

 

- Sandip

 

REDACTED@gmail.com

 

3:57 PM

 

SP

I can see that REDACTED @gmail.com is not added to your PayPal account. hence I suggest you to add and confirm using below steps.

 

Here’s how to add an email address to your PayPal account:

Log in to your account.

 

Click the Settings icon at the top of the page.

 

Beside 'Email address', click the plus symbol.

 

Enter your new email address and click Add Email.

 

When you add an email address to your PayPal account, we email you to confirm that you own it. Click the link in the email to confirm it.

 

Feel free to reply whenever you're ready and we'll reply as soon as we can.

 

4:03 PM

 

- Sandip

 

The email has been added in a user profile.

 

4:09 PM

 

SP

I would like to assure you that email ID REDACTED@gmail.com is not linked to any PayPal account.

 

Can you please confirm what do you mean by user profile?

 

If you are willing to confirm email REDACTED@gmail.com to this account then you need to add it first as this is not added.

 

 

New update: You might have heard about the second Payment Services Directive (PSD2) – the new EU legislation that introduces two-step authentication for online transactions. The way you log in and pay with PayPal is changing. It's important to add and confirm your phone number so that you can continue to log in to your account or if phone number is linked make sure it is valid and working and have cleared the confirmation step on your PayPal account for a uninterrupted and hassle free service.

 

Thank you for contacting PayPal and for being a valued customer. If you have no further questions, please close this conversation. You can close the conversation by selecting End Conversation or by clicking the "X." If you respond to this message, another agent will follow up with you.

 

4:18 PM

 

- Sandip

 

A user has been added to the account following the instructions in this article, https://www.paypal.com/us/smarthelp/article/how-do-i-add-users-to-my-paypal-account-faq1605 .

 

4:20 PM

 

SP

I completely understand your concern that you have added user to this PayPal account but to confirm any email you need to add it first.

 

Please add email and then confirm

 

In our interactions, we found that paypal offers a mix of automated and manual support through its live chat channel. We were also impressed by the professionalism of the agents. We are giving paypal 4.0/5.0.

Rating: ★★★★☆