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Why companies don't invest in customer service solutions?
Recently I called comcast and AT&T for some issue with account related stuff, in both cases they transferred my call from one person to another and every time end up repeating my name, account, address, etc. If its part of the same call, why can't they have a system which pass that information after the first interaction and save time and customer frustration. Is there something I am missing? (may be some privacy angle?)
- chrisbennet 12y agoBecause they really don't care that much. Comcast in particular, is often the only game in town so unless you are willing to go without TV and/or internet, they know you won't stop paying them.
- pktgen 12y agoI came here to write exactly this, but after logging in, saw your comment. Comcast and AT&T are exactly the kind of companies who aren't going to invest a dime in any kind of customer convenience features besides an automated bill payment system.
- jpatel3 12y agoI think if they make some small changes, they would save so much money for themselves as their employees won't be spending that much time (by asking repetitive questions) on each call. Its so frustrating to keep repeating even the last four digit of social to each of those person and repeating address. If the call goes off because of network issue, they don't even bother to call, so you have to call again and go thru the same pain.
- pktgen 12y agoI agree, but MBAs are idiots and don't see this. The MBAs will try to save a few pennies on customer service but fail to realize investing a little in one area can save more in other areas. (Which is why seeing an MBA on someone's resume is an immediate "toss into the trash" signal.)