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This is a solution to a problem that shouldn't exist. It's bad for everyone for people to be on hold. Many organizations have started doing the smart thing: ask
by grumple 6y ago
This is a solution to a problem that shouldn't exist. It's bad for everyone for people to be on hold. Many organizations have started doing the smart thing: asking users for a number and calling them back when it's their turn. This should be the SOP.
- Zenbit_UX 6y ago> It's bad for everyone for people to be on hold. Then it wouldn't exist. But it does so that means you're wrong, follow the chain of logic backwards and you'll find out where. Is it bad for you? Yup, wastes your time, annoying, etc.. Is it bad for them? No, it wastes customer's time, which deters further calls that are wasteful. This increases website visits so users can do basic things like check their recent bill, update payment info, things that shouldn't waste an agents time. So with that being said, it's actually a good idea for companies to not make the phone support experience better for customers.