Agree completely with the first 3, but my young person/introvert trait is that I think I should be able to get anything, including paying my bills, to work without having to talk to someone on the phone like I’m my boomer dad.
Unfortunately now it seems to be the worst of both worlds: companies don’t have a contact email, but only a phone number and sometimes a useless chat bot. When I finally work up the courage to use the phone, I have to go through a long automated menu system, and/or wait for half an hour.
Once I actually get a human on the phone it’s never as bad as my mind made it out to be -but I would still very much prefer an email.
Also in a lot of cases it’s simply a waste of an employee’s time to answer basic questions on the phone all day long. Robots should be able to do that better. But I do agree that customers should be trapped on hold for 30 minutes.
I think at least there should be at least a digital queue system so that you can just get an automated call back instead of having to wait for hours listening to the hold music.
Agree completely with the first 3, but my young person/introvert trait is that I think I should be able to get anything, including paying my bills, to work without having to talk to someone on the phone like I’m my boomer dad.
Unfortunately now it seems to be the worst of both worlds: companies don’t have a contact email, but only a phone number and sometimes a useless chat bot. When I finally work up the courage to use the phone, I have to go through a long automated menu system, and/or wait for half an hour.
Once I actually get a human on the phone it’s never as bad as my mind made it out to be -but I would still very much prefer an email.
At this point, I only buy from places with physical locations, so if I need something replaced, I can just take what I’m owed.
Also in a lot of cases it’s simply a waste of an employee’s time to answer basic questions on the phone all day long. Robots should be able to do that better. But I do agree that customers should be trapped on hold for 30 minutes.
…You’ve worked in customer service, haven’t you? 😛
Oops
I think at least there should be at least a digital queue system so that you can just get an automated call back instead of having to wait for hours listening to the hold music.
We actually have this here in Denmark. Not for every phone queue, but more and more. My ISP is one of the companies that do that ❤️