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Customers should be able to bill them for wasted time. If you are calling to cancel you can bill an hourly rate. Make it some multiple of minimum wage. Then ser
by kevincox 2y ago
Customers should be able to bill them for wasted time. If you are calling to cancel you can bill an hourly rate. Make it some multiple of minimum wage. Then services will pop up to have someone call and cancel for you, then bill the company for that time. Zero effort on the consumer side and suddenly wait times will drop. The problem is that there is no incentive on the company side to have easy cancellation or any other "negative" customer service. If they get billed a hundred dollars for keeping you on the line for 2 hours they will suddenly care a lot.
- throwuxiytayq 2y agoI mean technically, sure. But isn’t that a bit roundabout? There is no real life reason why unsubscribing should be more than a few clicks of effort. If it takes more than 30 seconds, something has gone horribly wrong. Keep companies to that standard, instead of giving them an opportunity to calculate that precisely 9 minutes of wait time doesn’t cost them much and is sufficient for 70% of customers to give up, or something.
- kevincox 2y agoThe idea is that this can be extended naturally to may situations. Warranty claims, insurance claims... If you just add a fine with a threshold it is actually much harder to pick the right fine amount. This way it has some sort of degree of scaling naturally. A small delay is less costly to you than a long delay rather than being all-or-nothing. I agree that for simple things like unsubscribing a button can be mandated, but for other causes of calls to customer support it isn't that simple.
- throwuxiytayq 2y agoI agree that the idea generalizes well.