New ask Hacker News story: Ask HN: Why are customer support processes so awful?

Ask HN: Why are customer support processes so awful?
7 by EricRiese | 2 comments on Hacker News.
I understand the cost effectiveness of outsourcing and paying bottom barrel wages for agents. But every time I have to deal with customer support for a big company, I come up with countless technical improvements I can’t believe they don’t implement. • Provide an asynchronous email-like support channel. • Sure, a real email address would get spammed, but let me kick it off from a contact page and then reply via email • Let me upload files and screenshots • This is asking a lot, but basic formatting for quotes or pre blocks for logs makes a world of difference • Let me navigate the phone tree on the web and have them call me when a representative is available instead of me waiting • Or at least give specific numbers on a web page so I can bypass the phone tree • Provide visibility into the underlying ticketing system. • If a customer support agent is typing up notes, let me see them. Send them in an email so I can search the text and pull up the ticket number for instance. I’ve taken to immediately escalating all my issues with financial organizations to the CFPB since they have a process that pretty much completely satisfies my desires. My current frustration was triggered by the Nationwide website crashing when I tried to download a policy document. Their web support team is only reachable through a phone number, so they’ve guaranteed that the vast majority of good samaritan technical people won’t go through the hoops to send them a bug report with javascript console logs or screenshots. But I can send an asynchronous message to other teams.

Comments

Popular posts from this blog

How can Utilize Call Center Outsourcing for Increase your Business Income well?

New ask Hacker News story: Is someone trying to steal credit for inventing the eTicket?