4 ms·

They do offer the ability to schedule an oil change via the website and yet some people still prefer to call. User preference and multi-channel servicing option

They do offer the ability to schedule an oil change via the website and yet some people still prefer to call. User preference and multi-channel servicing options are nice to support

WD-42 9mo ago
They do? How do you know?
- Antoniocl 9mo ago
  Unsure about whether the specific dealership in question supports online booking, but there existing consumers whose preference is for a phone call over a web-based experience is definitely the case, at least in the US. For example, even with the (digital-only) SAAS company I work at, we have a non-trivial amount of customers who with strong preferences to talk on the phone, ex to provide their credit card number, rather than enter it in the product. This is likely more pronounced if your product serves less tech-savvy niches. That said, a strong preference for human call > website use doesn't necessarily imply even a weak preference for AI call > website use (likely customer-dependent, but I'd be surprised if the number with that preference was exactly 0)
- keeganpoppen 9mo ago
  how about the plainly obvious fact that every call tree system first spends 1-8 minutes going through all the things that you can actually do on the website instead of calling: do you really think they would bother with that if people aren’t calling about stuff that is easily done on the website? sure, we all agree that it is partly designed to get people to hang up in disgust and give up, but that is an obviously insufficient explanation compared to the simpler and more comprehensive explanation that people simply do, as a matter of fact, prefer to use the phone despite it being clearly less useful for easily-computer-able tasks.
  - tguvot 9mo ago
    >sure, we all agree that it is partly designed to get people to hang up in disgust and give up actually, as someone who works in this area - no, it's not. it designed to help people to do things and metrics of success are closely monitored
    - HeatrayEnjoyer 9mo ago
      It is often both.
      - tguvot 9mo ago
        not in my experience and it will be more expensive to company
    - keeganpoppen 9mo ago
      fair enough. i totally believe that, and for the record i threw that bit in as an olive branch to the parent commenter… in retrospect, i shouldn’t have even included that rhetorical sludge. major chesterton’s fence area, that.
- deleted 9mo ago
  [deleted]
- HeatrayEnjoyer 9mo ago
  Have you never worked in customer service?

They do offer the ability to schedule an oil change via the website and yet some people still prefer to call. User preference and multi-channel servicing options are nice to support

WD-42 9mo ago

They do? How do you know?

Antoniocl 9mo ago
Unsure about whether the specific dealership in question supports online booking, but there existing consumers whose preference is for a phone call over a web-based experience is definitely the case, at least in the US. For example, even with the (digital-only) SAAS company I work at, we have a non-trivial amount of customers who with strong preferences to talk on the phone, ex to provide their credit card number, rather than enter it in the product. This is likely more pronounced if your product serves less tech-savvy niches. That said, a strong preference for human call > website use doesn't necessarily imply even a weak preference for AI call > website use (likely customer-dependent, but I'd be surprised if the number with that preference was exactly 0)
keeganpoppen 9mo ago
how about the plainly obvious fact that every call tree system first spends 1-8 minutes going through all the things that you can actually do on the website instead of calling: do you really think they would bother with that if people aren’t calling about stuff that is easily done on the website? sure, we all agree that it is partly designed to get people to hang up in disgust and give up, but that is an obviously insufficient explanation compared to the simpler and more comprehensive explanation that people simply do, as a matter of fact, prefer to use the phone despite it being clearly less useful for easily-computer-able tasks.
- tguvot 9mo ago
  >sure, we all agree that it is partly designed to get people to hang up in disgust and give up actually, as someone who works in this area - no, it's not. it designed to help people to do things and metrics of success are closely monitored
  - HeatrayEnjoyer 9mo ago
    It is often both.
    - tguvot 9mo ago
      not in my experience and it will be more expensive to company
  - keeganpoppen 9mo ago
    fair enough. i totally believe that, and for the record i threw that bit in as an olive branch to the parent commenter… in retrospect, i shouldn’t have even included that rhetorical sludge. major chesterton’s fence area, that.
deleted 9mo ago
[deleted]
HeatrayEnjoyer 9mo ago
Have you never worked in customer service?