[dwedge]

Is this not begging the question that 99 out of 100 were wrong? This totally depends if the aim is the solve problems or to reduce support costs - which are not necessarily the same thing.

If only 1% of tickets ever got past level 1 then okay but I doubt this is the case in most places. And if you already tried to fix your issue online there is nothing more frustrating than being told to do so repeatedly while on hold.

I have an issue today where a service accidentally cancelled my package but still charged me. I asked for it to be reinstated or refunded, and three times I got the same identical automated output pretending to be a person, the fourth attempt is simply a credit card charge back and a lost customer

[sigseg1v]

I have a very similar issue where yesterday I found a company sent me to collections for not paying for an item that is paid for and I have the receipts and bank statements for. Trying to get the chat bot to drop the charge on my account is literally not possible, and I understand why, but why is it so excruciating to get in contact with someone to resolve this? The effort levels are totally disproportionate; they have an automated system that sends me emails and threatens me if I don't pay, but I cannot similarly have a 0 or 1 button process that removes that error.

[sevenseacat]

If there's a button to bypass all their automated systems and get to a person, then far too many people will press it - nearly entirely people whose problems can already be resolved by the automated systems.

[BobaFloutist]

Maybe the online FAQ/support flow should give you a one-time skip-the-line code that you append to the phone number or something.

[lol768]

One of the first things I did when I was involved in the set-up of online support ticket system for a GB rail retailer was https://xkcd.com/806/ compliance. If the support request body contains the phrase "Shibboleet" the ticket will be assigned to an engineer.

Equally it's not hard to teach front-line when to escalate, and ensure L2 and beyond are approachable. Even better if L2/L3 can keep half an eye on tickets that come in for anything that looks particularly interesting.

[gib444]

Hah, I've seen your posts on RailForums!

> One of the first things I did when I was involved in the set-up of online support ticket system for a GB rail retailer was https://xkcd.com/806/ compliance. If the support request body contains the phrase "Shibboleet" the ticket will be assigned to an engineer.

I get the feeling you wouldn't joke about this. I can't believe how amazing this is LOL. I /think/ I know which retailer...good to know!

> Equally it's not hard to teach front-line when to escalate, and ensure L2 and beyond are approachable. Even better if L2/L3 can keep half an eye on tickets that come in for anything that looks particularly interesting.

Right!? I did L2/L3 support many moons ago and it was very much my job to keep an eye on PFYs to ensure they weren't dismissing interesting tickets.

[nitwit005]

While I haven't heard of that idea being implemented, I have heard of the support page you're looking at determine who you got routed to if you started a support chat.