nosuchreality
Well-known member
I've been noticing more and more that many large companies seem to be taking a rather interesting approach to automation and customer service. Particularly when you call their customer service numbers in end up working a VRU that seems to be structured to maximize the number hoops you have to hop through before speaking to a person that can assist with the problem.
Multiple redirect to self service for bill pay, technical troubleshooting.
Chronically moving number options.
Systems that can't accept input while the system is reading its script which seem to be becoming ever longer.
Yes, I prefer automated systems when I can use them, i.e. when I have a problem or issue that they can actually help with.
Chat doesn't seem much better, I was chatting with my internet provider the other day for a issue with my service. The chatter first option, "I'll reset your account" Me, "No, were _____________________________ too late, reset my internet while I was chatting with them on my internet.
Not once
Not twice
yes, three blanking times before I just posted a rant on their discussion boards.
Not once could I get a trouble ticket number.
I'm sure their free call resolution rates are awesome.
Anybody else noticing this? Is customer service really becoming a non-issue?
Multiple redirect to self service for bill pay, technical troubleshooting.
Chronically moving number options.
Systems that can't accept input while the system is reading its script which seem to be becoming ever longer.
Yes, I prefer automated systems when I can use them, i.e. when I have a problem or issue that they can actually help with.
Chat doesn't seem much better, I was chatting with my internet provider the other day for a issue with my service. The chatter first option, "I'll reset your account" Me, "No, were _____________________________ too late, reset my internet while I was chatting with them on my internet.
Not once
Not twice
yes, three blanking times before I just posted a rant on their discussion boards.
Not once could I get a trouble ticket number.
I'm sure their free call resolution rates are awesome.
Anybody else noticing this? Is customer service really becoming a non-issue?