inquisitiverab (u/inquisitiverab)

inquisitiverab commented on What pains you about call-in customer service? · Posted by u/inquisitiverab

Hm these comments are helpful. Seems like the other comment is suggesting a bot would be too flexible, and you're suggesting the bot would be too rigid. Is that accurate?

inquisitiverab · 2 years ago

I also wonder if the reason complaints aren't escalated is because supervisors are short-staffed or if it's because the company is worried about losing revenu with escalated complaints.

inquisitiverab commented on What pains you about call-in customer service? · Posted by u/inquisitiverab

ssss11 · 2 years ago

The analyst you end up speaking to has no power whatsoever and this has been the case for decades. They have a set list of questions, a tree of outcomes, and there’s no decision making required. I get it - that’s efficient, cost effective and predictable for the company.

You often can’t escalate complaints. You can’t explain your situation that falls out of the norm. It’s not “customer service”. Customers don’t like it for good reasons.

But you know what, it’s better than a bot or AI, so the future will be even bleaker.

inquisitiverab · 2 years ago

Hm these comments are helpful. Seems like the other comment is suggesting a bot would be too flexible, and you're suggesting the bot would be too rigid. Is that accurate?

inquisitiverab commented on What pains you about call-in customer service? · Posted by u/inquisitiverab

quantified · 2 years ago

I love the ability for companies to design call trees that prevent customers from getting help. For example, Expedia recently rolled out changes that prevented some people from logging in. But all routes (phone, chatbot) required an existing reservation to get ahold of any help whatsoever. Even needing to enter an existing valid itinerary number, which maybe you'd be unable to retrieve because emails only held a fragment, you needed to log in to get the entire id. The assumption was that the tech was flawless. And, if you used subterfuge, like locating a number for hospitality providers and getting transferred, the human scripts did not allow for anything that wasn't based on an itinerary.

From the Expedia's point of view, the fact that a persistent customer might penetrate their walls could be cynically seen as a pain point.

From the customer's point of view, the thing that sucks isn't the tech but the design of customer service itself.

inquisitiverab · 2 years ago

Good point. But do you think they do this mainly because they're short staffed?

inquisitiverab commented on The Perfect Laptop text.nstr.no/~erik.nordst... · Posted by u/codetrotter

inquisitiverab · 2 years ago

Self-charging is interesting. Seems like it would be difficult, since you would have to have your screen at a very specific angle, given the lid of the laptop has the most non-screen and non-keyboard surface area.

inquisitiverab commented on What is the biggest problem you have in work · Posted by u/inquisitiverab

deejaaymac · 4 years ago

users

inquisitiverab · 4 years ago

Getting users? Or maintaining them (eg. resolving complaints, etc.)?

inquisitiverab commented on What is the biggest problem you have in work · Posted by u/inquisitiverab

sheunl · 4 years ago

Outdated Tools

inquisitiverab · 4 years ago

Any specific area? Is it more an issue of the company not updating to newer releases or is it more a lack of up-to-date software offerings.

Do you have any examples of outdated tools and why they're no longer well-equipped?

inquisitiverab commented on What is the biggest problem you have in work · Posted by u/inquisitiverab

syndacks · 4 years ago

Bean counters trying to drive product and in turn, engineering.

inquisitiverab · 4 years ago

Hm, how does this typically manifest itself? Is it in having overly tight budgets or more so in having unrealistic expectations?

I wonder if there's a more seamless way to facilitate vertical communication when the chain of command is long.