| A counter-plea from someone in Software Support to never implement something as haphazard as SMS-based support: We have more than enough trouble already getting people to tell us exactly what their problem is when they have the expectation that they must send us a communication with a clear subject and body (not that this stops the random e-mails with no body and a subject of "HELP!"; or the e-mail that evidently went through five people in their company before going to us and contains "FW: FW: FW: FW: App Crash" in the subject line). Do you really think the kind of support we can provide will improve if the expectation is that the user is going to provide as little information as possible? Here's how I expect such an exchange would look: User [1:51 PM]: help plz CSR (Customer Support Representative) [1:51 PM]: Hi there! Thank-you for contacting support. What can I do for you? User [1:52 PM]: my app isnot working CSR [1:52 PM]: I am very sorry to hear that! I don't believe we have this number on file. Can you please tell me your name ? User [1:54 PM]: john CSR [1:55 PM]: Hi, John! I am afraid that won't be quite enough on its own. May I please have your full name? User [1:55 PM]: john smith CSR [1:56 PM]: Thank-you, Mr. Smith. Now which app in particular may I assist you with? User [2:05 PM]: ThatBusinessApp CSR [2:06 PM]: I see. You are having a problem with ThatBusinessApp. May I ask on what platform you are using this app? [Time elapses] CSR [2:36 PM]: Mr. Smith? Please tell me which platform are you currently running this app on? User [2:40]: whats a platform CSR [2:42 PM]: How are you running this app? On your PC? On a tablet? On your iPhone? User [2:45 PM]: tablet CSR [2:46 PM]: I see! And would this be an Android tablet or an iPad? User [2:50 PM]: at&t tablet CSR [2:52]: So you got the tablet from AT&T. Do you happen to know what operating system the tablet runs? User [3:00 PM]: no i dont f_cking kno what os it runs. i already said i got it from at&t. your sh_tty app is broken and its been a goddman hour and u still haev no idea (1/2) User [3:01 PM]: wat the problem is? this service is terrible and above all else u cost me money by wasting all my txts 4 the month! (2/2) |
I could describe countless communications where the supposed tech-warrior-wizard didn't record accurate notes, didn't listen properly, didn't respond and ... later, this all conspired to ensure that they didn't know what the hell they were talking about.
And don't get me on the customer services staff ... I name no names ... (VODAFONE have completely dropped the customer services ball. It's a disservice).
I actually disagree with the article (from my experience). It's not the communication platforms that are to blame, it's the rigidity of processes and the imprisoning of staff within those processes that are to blame.
I feel sorry for staff and despise the people who design such customer service architecture (at least any I have encountered).