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I agree that companies have a responsibility to listen to and address customer complaints. The problem is that a small percentage of customers create the bulk o
by jdvh 5y ago
I agree that companies have a responsibility to listen to and address customer complaints. The problem is that a small percentage of customers create the bulk of the customer support burden. With phone support this gets even more skewed. You can't have engineers do phone support or they won't be able to get any real work done with all the interruptions. You can have engineers investigate and address all complaints that arrive by email. I strongly believe email support that goes directly to the people most knowledgable to fix the underlying problem is the best approach.
Companies that provide bad customer support just don't care. They'll provide phone support if they feel they have to, but they'll outsource it for cost reasons. Talking to people who are friendly but clueless is at least as frustrating for me as creating a ticket that doesn't go anywhere.
- frereubu 5y ago> Talking to people who are friendly but clueless is at least as frustrating for me as creating a ticket that doesn't go anywhere. Me too. I think that extra frustration is partially because I know it's not the fault of the person I'm speaking to that they've been put in that position, so I feel like I have to keep my irritation to myself, which I find hard when it's the third person I've spoken to and they've asked me to describe the issue all over again. At least with written text it's easier to look back over the notes.
- pitaj 5y agoLet alone customers who abuse support staff: cursing them out, treating them like idiots, being racist, etc
- muttled 5y agoFinding someone skilled enough to fix complex technical issues and is willing to pickup the phone each time is incredibly difficult. By the time you're skilled-up, you're done dealing with the abuses of the general public.