Monday, January 28, 2013

Dehumanizing Via "Chat" Customer Service

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More and more companies are going to chat as their only means of customer interaction.

This is sick.

And stupid, in several ways.

Oftentimes what is needed is custom service.  If I could have found the switch in the online catalogue, yes, I would have just done click click to order it.  Turns out, there is no exact match in the catalog, so I need to talk with someone whoo knows the product line.

The last thing I need is to be type chatting with someone in a foreign country who doesn't speak English well, who is dealing with three other customers at the same time (interminable waits), who is merely duplicating my search through the same damn catalog I've already gone through!

Also, I miss the flavor of the human on the other side of the country, and interesting side paths for each of our days, that I guess the shareholders and CEO and CFO find as frivolous.

The message being sent by corporate is as plain as the bank bailouts, "we could are less about our customers, just send us the money."

Here's another example of poor service by another writer:

" Hughes Net is having trouble with beam 19, which covers our area. I have spent hours on the phone with them. The first level people have you jump through hoops that are set up merely to make you feel like the problem is your fault and that you are actually being taken care of. I finally had to contact Corporate and threaten to file a complaint with the FCC. They are very aware of the problem and are working on it. I'm paying for 10 Mbps download and 1 Mbps upload, and I'm only getting 2 Mbps down, and 0.1 up. I got my bill reduced by $10 for three months, and also a credit for $180. Go to and see what your speeds are. Keep a log of your speeds and your interactions with the company. Demand compensation for your troubles."

And yet another:

"fyi: I've now been on hold for over 41 minutes with Dell Customer Care attempting to get a return tag so I can mail this POS XPS Laptop (with Windows 8) and get a 100% refund. Governor yersefs accordionly."

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