IMO the biggest issue is separating the customer from support people too much, and likely separating the support people from the actual business too much. They throw up that stupid bot in between customers and contacting support because they don’t want support people answering the same questions a million times, yet in doing so they just make the customer experience worse. And the bot does a bad job helping people with basic stuff, and a worse job of letting people get actual help from a person when the bot realizes it can’t do what the user needs.
The people on Twitter told me to use the website contact form because they don’t have any actual connection to the company. I’m guessing they’re outsourced and can regurgitate from an FAQ, but they have no ability to escalate to someone with any power.
Pretty much every customer service you contact is going to be an agent of a 3rd party call center. It’s been that way for decades.
At the one I worked at, only a single person would know how to contact the client directly, and that was the campaign director. And the campaign directors were terrified of contacting the parent company because they didn’t want to lose the contract and get fired (for what? I have no idea).
It took like 8 months for us to even be able to report a serious memory leak issue in one of their proprietary bullshit chat platforms.
sacbuntchris@lemmy.world 6 months ago
IMO the biggest issue is separating the customer from support people too much, and likely separating the support people from the actual business too much. They throw up that stupid bot in between customers and contacting support because they don’t want support people answering the same questions a million times, yet in doing so they just make the customer experience worse. And the bot does a bad job helping people with basic stuff, and a worse job of letting people get actual help from a person when the bot realizes it can’t do what the user needs.
The people on Twitter told me to use the website contact form because they don’t have any actual connection to the company. I’m guessing they’re outsourced and can regurgitate from an FAQ, but they have no ability to escalate to someone with any power.
EatYouWell@lemmy.world 6 months ago
Pretty much every customer service you contact is going to be an agent of a 3rd party call center. It’s been that way for decades.
At the one I worked at, only a single person would know how to contact the client directly, and that was the campaign director. And the campaign directors were terrified of contacting the parent company because they didn’t want to lose the contract and get fired (for what? I have no idea).
It took like 8 months for us to even be able to report a serious memory leak issue in one of their proprietary bullshit chat platforms.