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I've had that experience too, and the end result is that I only talk to companies on the phone when there is an issue I cannot resolve myself. Usually this is a

by Kliment 16y ago

I've had that experience too, and the end result is that I only talk to companies on the phone when there is an issue I cannot resolve myself. Usually this is a problem I want solved, or an error they made. I guess I'm now somewhat conditioned to expect a negative experience (since I'm usually unhappy about something when I call). Customer service at pretty much every institution I've had to call to resolve an issue has been a pain, further reinforcing the notion that if I have to talk to a corporate human, I'm going to be unhappy as a result.

pmjordan 16y ago
I think you've pretty much hit the nail on the head. Obviously no website UI can ever cover absolutely all cases and some queries will need to reach a human, but most companies don't even seem to try. Even if there's a form for other queries it's usually one big text box rather than the more specific questions staff would ask you on the phone. The worst part are the responses combined from canned text blocks, which tend to make no sense at all and don't solve any problems. Or even better, online queries being ignored altogether, or receiving an automated "please call" reply. One exception to this (in my experience) is amazon. Their help section is pretty comprehensive, each shipment has associated actions you can take which are context (status) dependent and if you do have a specific request it's ridiculously impersonal but very efficient.
- frossie 16y ago
  * Obviously no website UI can ever cover absolutely all cases and some queries will need to reach a human, but most companies don't even seem to try* I completely boggled the other day at encountering a "Contact Us" web UI that had no "Other" option in their drop down menu. As my purpose for attempting to contact them was not remotely related to what the listed options covered, I just gave up. All I wanted to do was suggest to them a totally minor change that would have opened up a whole new market for them. shrug Oh well.
  - deleted 16y ago
    [deleted]
kevin_morrill 16y ago
Customer service should be thought of internally as the forearm of the marketing department. Instead most companies just view it as a cost center.
- hvs 16y ago
  Or as an upsell situation.

by Kliment 16y ago

pmjordan 16y ago

I think you've pretty much hit the nail on the head. Obviously no website UI can ever cover absolutely all cases and some queries will need to reach a human, but most companies don't even seem to try. Even if there's a form for other queries it's usually one big text box rather than the more specific questions staff would ask you on the phone. The worst part are the responses combined from canned text blocks, which tend to make no sense at all and don't solve any problems. Or even better, online queries being ignored altogether, or receiving an automated "please call" reply. One exception to this (in my experience) is amazon. Their help section is pretty comprehensive, each shipment has associated actions you can take which are context (status) dependent and if you do have a specific request it's ridiculously impersonal but very efficient.

frossie 16y ago
* Obviously no website UI can ever cover absolutely all cases and some queries will need to reach a human, but most companies don't even seem to try* I completely boggled the other day at encountering a "Contact Us" web UI that had no "Other" option in their drop down menu. As my purpose for attempting to contact them was not remotely related to what the listed options covered, I just gave up. All I wanted to do was suggest to them a totally minor change that would have opened up a whole new market for them. shrug Oh well.
- deleted 16y ago
  [deleted]

kevin_morrill 16y ago

Customer service should be thought of internally as the forearm of the marketing department. Instead most companies just view it as a cost center.

hvs 16y ago
Or as an upsell situation.