2 ms·
This may be one of the reasons for the uproar. The CS employees far outnumber the rest of the company, and the in-house customer service was one of the moats B.
by ricardobeat 5y ago
This may be one of the reasons for the uproar. The CS employees far outnumber the rest of the company, and the in-house customer service was one of the moats B.com had against the competition. To have them suddenly transferred to a third party is shocking.
It’s hard to imagine the same level of service can be provided by call centers tending to multiple brands/products at the same time.
- bertil 5y agoI’ve worked there and I can confirm that the customer service was very impressive and able to deal with particularly gnarly problems, in so many languages and cultures. It was a very large part of the company. It was under-utilised to understand customers’ concerns. There was some effort to include them: dedicated product org, include impact on CS metrics in A/B test results, but it often felt like the ugly duckling. I was thinking or re-investing since the pandemic looked like slowing down and travel stock migth take over but that move tells me unequivocally not to bother.
- YeBanKo 5y agoMulti language support was a particularly impressive. I don’t know if it was in-house or not. Few times family members, who aren’t fluent in English, needed help with their reservations. I was expecting that I had to reach out on their behalf, but their were able to resolve it efficiently on their own.