Off site and out of the loop customer service, how irked do you get scale of 1-10

[LuvOrlando]

I'm generally at level 10 annoyed and find myself buying less and less, which maybe isn't such a bad thing.

Anyone else noticing an even deeper uptick in businesses removing humans from consumer transactions?

Lately it seems that no businesses are at all interested in customer satisfaction or experience. To me it is irksome and always leaves me very cold and annoyed, I feel zero trust for any business that can't even muster the interest to be bothered with hiring someone to help customers sort things out.

Today, we want to look at a few Avalon townhomes but no-one is on site or anywhere even remotely close to the region based on the conversation with the human I eventually found with a lot of irritated effort. The rental system directs to book times for self guided tours but I can't figure out how to manage multiple units that may only take 10 min at a time because I just want to look at the place. In this respect I like it because I don't care to hear the riggamaroll sales pitch. However, getting a human to direct things to manage for my own experience is impossible so that is a big negative. Truly, I probably won't rent from them no matter how nice it is because if this is how they treat prospective clients I imagine renters get completely ignored. Now it's just curiosity.

 

[sam_gordon]

Probably 90 out of 100 transactions CAN be handled by an AI bot. So a business doesn't need as many CS reps to handle those 10 "non-normal" transactions. Therefore, they don't hire as many. However, that backfires when all 10 of the "non-normal" transactions happens at the same time. Someone will end up waiting.

For your specific example, first, I wouldn't assume all businesses are fully staffed on NYE. Second, I'm not sure how one books times for self-guided tours, do they require a phone number or email address? In which case, if the booking system won't let you book more than one at a time, I'd simply come up with different phone numbers (cell, home, spouse/SO, kids, etc) or email addresses (can generally add '+<text>' before the @ symbol and it's recognized a different email address, but still goes to your "main" email. ex: disneycrazy@gmail.com is different than disneycrazy+apartment@gmail.com is different than disneycrazy+apt@gmail.com.)

 

[easyas123]

I think Sam_gordon makes some excellent points OP.

 

[lynxstch]

In general, I'm a 1-2. However with Amazon, Walmart, and USPS lately it's an 11. Too many issues to count. Trying to get a customer agent on the phone is next to impossible.

On the other hand, places like Chewy make it so effortless to speak to an actual person. They rate 5 stars in my book for customer service

 

[sam_gordon]

What irks me is I log in to a company's website (say my health insurance). Keep in mind, I need to log in to access the CS page. I have a question, so go to their "message me" link. The AI bot asks me for some confirmation that I am who I say I am (last four digits of social, phone number, text me a number, whatever). I provide that. That's confirmed and I give my question. The AI bot can't answer, so they send me to an actual rep.

The rep gets on and wants me to confirm who I am (last four digits of social, phone number, text me a number, etc). Keep in mind, at this point, I've logged into the website AND confirmed with the AI bot). So I do that. I explain my question again. Oh, I can't help you, you need to go to another department and transfers me.

The new rep gets on and wants me to confirm who I am. This is now the FOURTH time I've done so. "Oh, your account is handled by a special department, let me transfer you." New rep comes on. Guess what? Yup, need to confirm who I am again. One time I asked, "is there a special number I can call/address I can message to just get here?" No. Everything is internal. Then why the frick isn't the identity confirmation passed along?

This happens whether it's phone calls or messages. Happened with my bank yesterday. I called with a question, they confirmed I am who I am, transferred me to someone else who had to confirm I am who I am. That information should get passed along with the call.

 

[tvguy]

Probably 90 out of 100 transactions CAN be handled by an AI bot. So a business doesn't need as many CS reps to handle those 10 "non-normal" transactions. Therefore, they don't hire as many. However, that backfires when all 10 of the "non-normal" transactions happens at the same time. Someone will end up waiting.

I guess it depends on the nature of your issue. I sure don't recall any situation in recent years where AI would have worked. Lord knows, any issue I seem to have always seem to require escalation up the ladder a couple of rungs from the CS reps that actually answer the phones. As annoying as AI is, the "you can do this on our website" message probably tops that, because IF I could do it on your website, I would have.
But I do have to give a shout out to one company whose entire marketing campaign is that they DO provide good customer service. We switched to Consumer Cellular a few months ago, and Good Lord, a real person answers the phone after just a few rings, they know what they are doing, and they get your issue resolved. And I'm paying less for more service.

 

[Christine]

Fortunately, I haven't had an customer needs lately, so I can't comment.

What I will say (and I have several family members in real estate). This seems to be a very dead time for them traditionally so many agents or companies that are manning model homes and what now are on a skeleton crew.

 

[TiggerTrigger]

The new rep gets on and wants me to confirm who I am. This is now the FOURTH time I've done so. "Oh, your account is handled by a special department, let me transfer you." New rep comes on. Guess what? Yup, need to confirm who I am again. One time I asked, "is there a special number I can call/address I can message to just get here?" No. Everything is internal. Then why the frick isn't the identity confirmation passed along?

This happens to me all the time when I call my bank or credit card companies. If it's anything like the systems our firm uses, that kind of data won't flow when transferring a call and I've never seen a system that can in real time (not saying it doesn't exist...just haven't seen it); however, there's nothing stopping one rep from telling the other rep that you've already been passed through security. I have people transfer clients to me all the time who know to share this information and ultimately spare them another round of security questions.

 

[sam_gordon]

I guess it depends on the nature of your issue. I sure don't recall any situation in recent years where AI would have worked. Lord knows, any issue I seem to have always seem to require escalation up the ladder a couple of rungs from the CS reps that actually answer the phones. As annoying as AI is, the "you can do this on our website" message probably tops that, because IF I could do it on your website, I would have.
But I do have to give a shout out to one company whose entire marketing campaign is that they DO provide good customer service. We switched to Consumer Cellular a few months ago, and Good Lord, a real person answers the phone after just a few rings, they know what they are doing, and they get your issue resolved. And I'm paying less for more service.

Obviously it depends on the issue. Sometimes I just need help "finding" the link/button/page on a website. I can ask an AI Bot and it immediately provides the link. Other times, my question is more in depth and requires a human.

 

[sam_gordon]

This happens to me all the time when I call my bank or credit card companies. If it's anything like the systems our firm uses, that kind of data won't flow when transferring a call and I've never seen a system that can in real time (not saying it doesn't exist...just haven't seen it); however, there's nothing stopping one rep from telling the other rep that you've already been passed through security. I have people transfer clients to me all the time who know to share this information and ultimately spare them another round of security questions.

But they pass names/account information, otherwise the second/subsequent levels wouldn't have anything to confirm.

 

[TiggerTrigger]

But they pass names/account information, otherwise the second/subsequent levels wouldn't have anything to confirm.

It's likely risk mitigation and they've found it safer to ask you 4x for your security details vs. trusting whatever electronic systems are potentially at their disposal. While it's an annoyance, I've come to expect it with any industry that's a major target for fraud.

 

[sam_gordon]

It's likely risk mitigation and they've found it safer to ask you 4x for your security details vs. trusting whatever electronic systems are potentially at their disposal. While it's an annoyance, I've come to expect it with any industry that's a major target for fraud.

Sorry, accepting a poor system is just not in my DNA.

 

[LuvOrlando]

What a waste of time, now I am even more annoyed and not likely going back.

Once we signed up for 5 appointments we had a stupid bot try to redirect us multiple times to apartments we do not want. We went to the facility on time and discovered the website was misleading, such a shock and only one of 5 I booked was available to be seen. The human there explained to a very annoyed me that even though the website allowed for appointments the units would not be available to be seen until the date on the website some 2 months out. In my experience a place lists as available once the place is move in ready but there is a window before that where the place is unoccupied but being dolled up. Really the misunderstanding is far less annoying than the fact a human interaction would have prevented wasted time and me dragging DH down to the place for one mediocre looking place I would not have opted for if I knew there was only one.

Just irked that a simple conversation with a human that was ton site would have done what me talking to a customer service person located heaven knows where, a bunch of bot annoyances, a voicemail and a bunch of texts with who knows who did not.

I guess at least now I know Avalon is out and that I only want to deal with businesses that have people who show up

 

[tvguy]

Obviously it depends on the issue. Sometimes I just need help "finding" the link/button/page on a website. I can ask an AI Bot and it immediately provides the link. Other times, my question is more in depth and requires a human.

Yeah, I had a Fraudulent Withdrawal attempt via my Debit card a few months ago. Bank caught it right away. They canceled the card and issued a new one. But somehow the person managed to move some credit card rewards but failed to cash them out. When I called the bank to try and sort THAT part of it out, it was if this was something that they have never seen before. Worked it's way through their fraud department and an investigator called me and it seemed it was something he had never encountered as there was no link between that credit card and my debit card that was compromised. They have never said what they found but seemed to be pointing towards an internal breach as my debit card had NEVER been used anywhere but INSIDE one of their branches, and the fraud attempts were all from INSIDE one of their branches 120 miles from here.

 

[TiggerTrigger]

Sorry, accepting a poor system is just not in my DNA.

It might seem like a poor system until you're a victim of fraud. You called your health insurance firm, which is a higher risk industry. I'm sure there are systems that could have passed on your security check data to the various reps without these subsequent checks, but logic would say they have this protocol in place for a reason. Call centers are always trying to boost efficiency and reduce waste. Extra checks take extra time and reduce efficiency, so it sounds like whatever you dealt with is a response to industry threats and best related practices. It may seem like a poor system, but I'll take repeated security checks over leaving a door open to possible fraud.

 

[sam_gordon]

It might seem like a poor system until you're a victim of fraud. You called your health insurance firm, which is a higher risk industry. I'm sure there are systems that could have passed on your security check data to the various reps without these subsequent checks, but logic would say they have this protocol in place for a reason. Call centers are always trying to boost efficiency and reduce waste. Extra checks take extra time and reduce efficiency, so it sounds like whatever you dealt with is a response to industry threats and best related practices. It may seem like a poor system, but I'll take repeated security checks over leaving a door open to possible fraud.

First, all that needs passed on is "he's confirmed he is who he is".
Second, the subsequent person must have access to the data already in order to verify I am who I am.
Third, if person A asks me "what's the last four numbers of your social", which confirms who I am, then person B asks me "what's the last four numbers of your social", how is that preventing possible fraud? Even if I wasn't who I said I was, I obviously already had the information.
It's not a case of providing more detailed information, it's providing the SAME information multiple times.

Or, even better would be for the AI bot (or first line of defense) be able to put me through to the right "department" to begin with.

 

[CAPSLOCK]

Or, even better would be for the AI bot (or first line of defense) be able to put me through to the right "department" to begin with.

Man I hope someone will get on solving this. Would significantly reduce the caller frustration for the 2nd or 3rd rep, I'm sure.

 

[_19disnA]

My favorite is when you finally reach a real person who doesn't know how to resolve your issue (or doesn't want to bother), they simply transfer (i.e. fling) you to someone else and you start all over. I am convinced some merely hang up on you when they claim to be 'transferring' you knowing that if you call back, someone else will get the call since you have no idea who you were speaking with.

The endless phone maize of push 2 for this and 5 for that seems designed to slow down your ability to reach a live person. Telling me to look stuff up on their website is of no help when I have a question specific to my account or about a purchase I made. I think they hope some get frustrated enough that you will just give up and hang up. Sometimes I just push any # that sounds like it would get me to a real person so I can ask my question. Then I tell that person I must have pushed the wrong button and they can usually connect me to where I need to go. After all of that, they ask if I want to complete a survey at the end of the call...............ummmmm NO I don't.

Those AI bots are useless. I tried using one in a help desk/chat format a few weeks ago and all it did was kept repeating the initial list of choices when NONE of those had anything to do with what I wanted to ask. Gave up and found my answer somewhere else.

The offshore call centers are the worst. I can hardly understand them, they talk really fast with a heavy foreign accent and usually seem to have NO idea how to help me if what I am asking is not on the list of the 10 most commonly asked questions they have on a sheet of paper in front of them. On ANY sort of IT/computer related issue, I never call and have WAY more luck searching around online for how to resolve an issue. NO ONE on the phone seems to have ever seen/used the product and other then telling you to reboot 5 times or clear my cookies/cache, the 'try this/try that' approach is something I can do on my own without wasting a frustrating hour on the phone with them. If your issue is with software from a 3rd party different from the hardware, good luck, all you will end up doing is play 'ping pong' as each points a finger at the other company.

 

[Deb]

or email addresses (can generally add '+<text>' before the @ symbol and it's recognized a different email address, but still goes to your "main" email. ex: disneycrazy@gmail.com is different than disneycrazy+apartment@gmail.com is different than disneycrazy+apt@gmail.com.)

I had no idea! Thank you!

 

[sam_gordon]

I had no idea! Thank you!

You can test it. Send an email to your address+disney@<host.com> and see if you get it.