In a world where instant communication and quick resolutions are paramount, it’s always surprising when a customer service tool, especially one as commonly used as live chat, is discontinued. And it’s even more surprising when it’s the largest postal service in the United Kingdom that turns the lights off. That’s right: We’re talking about the Royal Mail live chat.
Is There a Royal Mail Live Chat?
There’s not a Royal Mail live chat. There used to be one, called Live Assistance, which was last used in 2020 when there was an issue with its telephone lines. In fact, the feature is still live on the Customer Help section of the Royal Mail website. But nothing happens when you head over there: You’ll be first in a never-ending queue
It’s unclear why Royal Mail discontinued its live chat, and never made a proper push to really roll it out as an alternative to telephone support. As for whether it’ll return in the future, perhaps on a more permanent basis, well that remains to be seen. There’s even an Evri live chat, so we hope the Royal Mail live chat will make a return.
Other Ways to Contact Royal Mail
Despite the discontinuation of the live chat, Royal Mail still offers several other avenues for customers to get in touch. We recommend telephoning its customer services team on 03457 740 740 for the fastest response. Lines are open between 7 AM and 8 PM on Monday to Friday, from 8 AM to 6 PM on Saturday, and from 9 AM to 4 PM on Sunday.
Alternatively, you can shoot Royal Mail an email using its secure submission form. It aims to respond to all queries within three business days. You can also write to Royal Mail, popping a letter in your local post box addressed to Royal Mail Customer Service. No stamp is needed, as it’s a Freepost service, which means the recipient covers the cost.