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I can't believe their words are written live, by humans. They must use decision support systems that provide them with text bricks, with "write custom answer" b

I can't believe their words are written live, by humans. They must use decision support systems that provide them with text bricks, with "write custom answer" being one of the options.

transcriptase 4y ago
My personal favourite is when you go to open a support chat and it makes you enter your issue into a text box. Then the chat starts, you repeat your issue to save time, and then regardless of the issue sitting on their screen twice, they ask what your issue is. I assume it’s either automatic or they’re penalized for not clicking the button that “says” it.
luckylion 4y ago
I always assumed so as well, but that kind of suggests they either intentionally misspelled "restriction" as "restruiction" to make it seem like you're actually talking to a human that is writing their responses, or they didn't, and nobody has ever noticed, or the tickets don't ever reach anyone who has the ability to fix the error. I don't know. The replies are strange and sound like they're not written by a native speaker. If they had pre-selectable reply-blocks, wouldn't those be written by professionals?
- ricardobayes 4y ago
  I know a household brand who put up an ad on a freelancer site for $2 an hour for dev work. So there's that. On top of that, according to "The Design of Everyday Things" >>no one cares<< how things fail (e.g. copy of an error text or support message) so lesser functions, especially cost centers like support are almost always going to be off-shored.
  - luckylion 4y ago
    That makes sense (well, not the $2/hr dev work), but even if you outsource the actual support, wouldn't you build the system they use? Amazon's support that only barely understands me and sounds strange (feels like they do german <=> english translation both ways and theirs is worse than google translate) leaves a bad impression on me, so at least I care, but I'll happily admit that I'm both no one and also very much not the average customer. Still, it just feels wrong. Granted, I've never run a support team, but I expect most of it to be repeated things. Someone's package hasn't arrived. It has arrived but was damaged. It wasn't damaged, but it contained the wrong product. Or the wrong amount of products. Or the product wasn't new. Or the product is broken, or is the wrong color etc etc. And there's not really a lot of variety in it. You find out the issue, you offer one or two solutions ("money back or resend item"), you tell the customer to have a nice day. Having pre-made blocks of well-written text to choose from (you can even have the agent choose in english and the customer gets the localized version) seems like a trivial thing, but it'll transform the customer experience from "okay, I guess Amazon only employs imbeciles" to "wow, what a nice person, and they were typing very quickly". Large corporations are confusing to me. I'd expect someone at Amazon going "yeah, let's do that, it'll save millions and improve customer satisfaction, it's no-brainer". Yet they don't. And so I wonder: do they know something I don't ("we've tested this, people are more cooperative if the support agent is obviously non-native"), or are they just incompetent?
version_five 4y ago
I visited a contact center for a major-ish online retailer once for work, and watched their processes. They had people dedicated to chat, who would operate 5 or more chats simultaneously, and in general were typing rather than copy/paste iirc. I'm sure it happens though, these guys I visited were pretty low tech. It's often easy to see the copy paste variety happening though, e.g. in email discussions where you get sent some wall of text that's barely applicable to your situation. I've had this happen a lot with amazon and uber.
- LorenPechtel 4y ago
  I don't mind the pre-programmed walls of text, but please don't make them too big. I got a wall of text answer out of Garmin--which promptly scrolled much of it off the screen. Unfortunately, what was left (in the window they constrained the size of!) was a coherent whole that was completely irrelevant. The relevant part had scrolled off fast enough I didn't realize there had been more. (And I never did get anything useful out of their support, but they ended up fixing the bug.)

I can't believe their words are written live, by humans. They must use decision support systems that provide them with text bricks, with "write custom answer" being one of the options.

transcriptase 4y ago

My personal favourite is when you go to open a support chat and it makes you enter your issue into a text box. Then the chat starts, you repeat your issue to save time, and then regardless of the issue sitting on their screen twice, they ask what your issue is. I assume it’s either automatic or they’re penalized for not clicking the button that “says” it.

luckylion 4y ago

I always assumed so as well, but that kind of suggests they either intentionally misspelled "restriction" as "restruiction" to make it seem like you're actually talking to a human that is writing their responses, or they didn't, and nobody has ever noticed, or the tickets don't ever reach anyone who has the ability to fix the error. I don't know. The replies are strange and sound like they're not written by a native speaker. If they had pre-selectable reply-blocks, wouldn't those be written by professionals?

ricardobayes 4y ago
I know a household brand who put up an ad on a freelancer site for $2 an hour for dev work. So there's that. On top of that, according to "The Design of Everyday Things" >>no one cares<< how things fail (e.g. copy of an error text or support message) so lesser functions, especially cost centers like support are almost always going to be off-shored.
- luckylion 4y ago
  That makes sense (well, not the $2/hr dev work), but even if you outsource the actual support, wouldn't you build the system they use? Amazon's support that only barely understands me and sounds strange (feels like they do german <=> english translation both ways and theirs is worse than google translate) leaves a bad impression on me, so at least I care, but I'll happily admit that I'm both no one and also very much not the average customer. Still, it just feels wrong. Granted, I've never run a support team, but I expect most of it to be repeated things. Someone's package hasn't arrived. It has arrived but was damaged. It wasn't damaged, but it contained the wrong product. Or the wrong amount of products. Or the product wasn't new. Or the product is broken, or is the wrong color etc etc. And there's not really a lot of variety in it. You find out the issue, you offer one or two solutions ("money back or resend item"), you tell the customer to have a nice day. Having pre-made blocks of well-written text to choose from (you can even have the agent choose in english and the customer gets the localized version) seems like a trivial thing, but it'll transform the customer experience from "okay, I guess Amazon only employs imbeciles" to "wow, what a nice person, and they were typing very quickly". Large corporations are confusing to me. I'd expect someone at Amazon going "yeah, let's do that, it'll save millions and improve customer satisfaction, it's no-brainer". Yet they don't. And so I wonder: do they know something I don't ("we've tested this, people are more cooperative if the support agent is obviously non-native"), or are they just incompetent?

version_five 4y ago

I visited a contact center for a major-ish online retailer once for work, and watched their processes. They had people dedicated to chat, who would operate 5 or more chats simultaneously, and in general were typing rather than copy/paste iirc. I'm sure it happens though, these guys I visited were pretty low tech. It's often easy to see the copy paste variety happening though, e.g. in email discussions where you get sent some wall of text that's barely applicable to your situation. I've had this happen a lot with amazon and uber.

LorenPechtel 4y ago
I don't mind the pre-programmed walls of text, but please don't make them too big. I got a wall of text answer out of Garmin--which promptly scrolled much of it off the screen. Unfortunately, what was left (in the window they constrained the size of!) was a coherent whole that was completely irrelevant. The relevant part had scrolled off fast enough I didn't realize there had been more. (And I never did get anything useful out of their support, but they ended up fixing the bug.)