Waiting on hold yesterday after pressing 5 buttons, getting cut off, being misunderstood by the automated “I can speak English but I can’t understand it” attendant, and finally getting the wrong answer reminded me that frustration is exponential.
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Waiting on hold yesterday after pressing 5 buttons, getting cut off, being misunderstood by the automated “I can speak English but I can’t understand it” attendant, and finally getting the wrong answer reminded me that frustration is exponential.
The Colonel
on 05 Jan 07Reminds me of almost every experience I’ve ever had with Comcast AND Bank of America.
It’s not too hard to get customer service right most of the time… just let me talk to a nice person who wants to help me.
Josh Blount
on 05 Jan 07I wonder how we (providers of content) can divide that, or make frustrating experiences better, even if we aren’t involved.
Pie in the sky…maybe.
Luis
on 05 Jan 07If you live in Canada and use the Rogers cable TV and internet services give them a call. It’ll make you want to stomp your phone!
Icelander
on 05 Jan 07Reminds me of almost every experience I’ve ever had with Comcast AND Bank of America.
No matter how bad their phone support is, the techs Comcast sends out to diagnose internet problems are a hundred times worse. In debugging a problem with my mother-in-law’s eMac, I connected it using a patch cable to the laptop the tech brought along. “You can do that?!?” he said increudlously.
Then there was the time they tore apart my home network trying to diagnose a problem that ended up being too high of a voltage coming from the line. Then I had the job of reconnecting and remounting my router, switch, and WAP. Thanks Comcast….
One bright point in my customer service tribulations has been Vonage. Their menus are easy to navigate, their people are both knowledgeable, actionable, and polite, and they provide answers quickly.
Anonymous Coward
on 05 Jan 07Every time I encounter a voice interface system I want to shoot whomever made the decision to install it. The choices are discrete, just let me push “5” instead of saying “obtain package tracking information”. Talking to a human would of course be better, but good old touchtone interfaces trump talking to an aphasiac computer 100% of the time.
Wisconsinite
on 05 Jan 07The credit Union my wife works for has a callcenter of about 20 people. They found that by taking out that auto-attendant and having a real person route the calls was more profitable in the long run via client retention. their random survey rating is over 90% satisfactory. very cool, cause Comcast is a bit bigger =/
Josh Goebel
on 05 Jan 07I use Progressive (auto insurance) and every 6 months or so I call their automated attendant to pay my bill. And it is ALWAYS a dream… it knows everythign I say and it has the right options to help me along, remembering my old card information, etc.
Paying maybe only takes a minute or two. I’ve never even been tempted to talk to a human. Oh, and it actually SOUNDS like a human too, not a robot.
Jim
on 05 Jan 07Maybe this helps to explain why your support emails sound like this?
http://37signals.com/svn/archives2/useless_absurd_must_need_appalled_just_infuriating_essential_etc.php
I’m not saying your support is bad, but customers often have a battle with a product and experience this exponential frustration not realizing you weren’t there the whole time. And thus emails arrive like this.
Mike
on 05 Jan 07It has always amazed me how companies nickle and dime their call centers and tech support. These are people who are talking to and assisting your current and possibly future customers! Companies lavish their sales staff with bonuses and perks for bringing in business but then pay minimum wage (or ship the job off to India) for technical support. It has never made sense to me. I don’t think I can buy another Dell computer because of the tech support pain I’ve gone through in the past.
Stephen Reid
on 05 Jan 07Something like the rate of change of one’s level of frustration with time is proportional to one’s level of frustration? ;)
JF
on 05 Jan 07I’ve often wondered if these automated systems can detect volume level, tone, and specific “rage indicator” keywords and get you to a human right away.
Paul Thiel
on 05 Jan 07In the UK, outsourcing of call centers to India etc., has become commonplace and tiresome. I have switched banks, insurers and mobile phone providers – all because I could not hold even the most basic conversations with customer service.
Now machines and automated systems can be useful – and at least understood – but they too often miss the mark. Perhaps we are back to (the lack of) details again … and the fact that most companies seem to have performed little in the way of call analysis when designing their menu systems etc. No matter which automated system I seem to end up at, my menu option is seldom covered or at best, covered last!
And while I’m having a little rant, what is it with automated systems that ask for your card or telephone number so the machine can “pull your records”? The very first thing the human operator then asks you is … “Hello, can I have your #number please?”.
Rant over …
Chris Hajer
on 05 Jan 07JF, some systems can sense frustration (or anger or expletives) and transfer you automatically to a human:
http://www.wired.com/news/gizmos/0,1452,62184,00.html
Maybe we need to swear more at the machine on the line to get transferred directly to an operator.
ToddZ
on 05 Jan 07“I’ve often wondered if these automated systems can detect volume level, tone, and specific “rage indicator” keywords and get you to a human right away.”
Time Warner sure doesn’t, or I certainly would have been escalated last night.
First it asks for my home phone number instead of an account number, which aggravates me as I don’t HAVE a home phone and prefer not to give out my cell.
After selecting 2 for support, I’m asked again for my home phone number.
Then when a rep comes on, she asks for my home phone number.
What. The. Bloody. Hell?
Nathan Rutman
on 05 Jan 07A company who does customer service well: Southwest Airlines. Every time I call, I get a direct person right away (no holding, no menus) and they’ve always been cheerful and able to help me with my problem.
I actually look forward to calling them.
Dan Boland
on 05 Jan 07Hands down, the best customer service belongs to USAA.
Tommy
on 05 Jan 07OMD Charter is the worst at this. Not sure if they have changed their automated phone system, but about six months ago my cable modem connection was down, and had been for a while. Since I work for home, and it was a work day this was a problem.
I called their 800 number. The automated machine asked me to turn off my modem, wireless router, reboot my computer and then power up the modem and then the router.
I was yelling fu*#k into the phone and hitting every button. All the options I had to go through was amazing. What type of modem, do you have a router, what kind, what type of computer, then it waiting for me to reboot everything.
Then it started to tell me to check to make sure the wires were connected … it went on and on until I hung up.
It was even more mind numbing, since I HAD ALREADY DONE all this stuff several times.
Now, I will also say I love Charter’s service. I get their cable modem, digital cable TV, and now their VOIP. But that one experience still makes me think they are total idiots … or at least the management that thought that phone system was a good idea.
Dr. Pete
on 05 Jan 07The very first thing the human operator then asks you is … “Hello, can I have your #number please?”
Amen, Paul. How is that the local pizza joint can caller ID me, look up my address, and tell me how many hours on the treadmill it would take to burn off what I’ve ordered in the past six months, but AT&T/SBC has to ask my number THREE TIMES. Let’s see: (1) you’re the &#$!% phone company!, (2) I already typed it in, and (3) you’re the &#$!% phone company!
michael
on 05 Jan 07re: comcast techs: always ask for a comcast employee, not a contractor. the techs no nothing. the contractors get paid $35+/hr for a reason.
re: vonage support: you cannot be serious. the only tech from vonage i could ever understand was the tier 3 guy who answered when i was sent to the wrong extension by a manager. he was helpful, explained things to me, and best of all, didn’t feel the need to lie about loving his job. “it is a job, i wouldn’t buy stock in the company though.”
netflix was interesting for me re: support. called to complain about 6 cracked discs in 2 weeks, whereupon they offered me 1/2 off the next bill, only to tell me that sometimes people can get 2 months free. suffice to say i held out for 2 months free and got it.
having worked for 2 telephone support companies in my youth, i understand that most people in US call centers are still underpaid, but it doesn’t excuse bad customer service. ditto to foreign call center service, only if they cannot understand that the words “okay,” “right,” “correct,” and “mhmm” all stand for “yes,” then there is a problem.
long live the corporate bottom line. i wonder if they ever do a ROI on their call center customer service experiences though.
Dan Grossman
on 05 Jan 07CRM Lowdown just published their list of the 10 best and 10 worst customer service call centers. It largely echoes the comments here so far:
http://www.crmlowdown.com/2007/01/the_10_best_and.html
Southwest Airlines ranked #2 best customer service while Comcast ranks the #2 worst.
Ian
on 05 Jan 07@Dan Boland
100% agreed. USAA is one campany that continues to amaze me in all aspects. I started with their Auto Insurance when I was 16… and over the years I’ve been so impressed with how I’ve been handled that I now use them for nearly every service they offer (banking, auto, home insurance, credit cards, etc).
KJ
on 05 Jan 07I sat on the phone for 4 hours yesterday getting bounced between Verizon and RIM while trying to get my BlackBerry fixed. I’d say that I spend well over 2.5 hrs on hold. I actually sat on hold while I ate dinner with my wife.
John Gruber
on 06 Jan 07Earlier today I had a terrific customer support phone experience, with, of all places, the IRS. I was braced for the worst, but it was actually terrific.
I did have to wait about 15 minutes on hold to speak to someone, but I only had to go through one simple menu to get into the queue (1 for refunds, 2 for other, ocho para Español). The hold music was decent (classical) and when once the service rep answered the phone, she took my information, answered my questions, and immediately addressed the issue I was calling about. Three minutes and done. Other than the initial hold time it couldn’t have gone any better.
Stan
on 06 Jan 07Read about my frustrating BOA experience at The Idea Thunderdome which even got an anonymous response from an emberrassed BOA’er. :)
gadgetgrrl
on 06 Jan 07Press Zero, folks, it’ll get you to a human faster. Or, for IVR systems, just keep repeating “operator…operator…operator” and it will work.
Jim Cota
on 06 Jan 07I remember writing an article once about Paul English, the founder of Kayak.com, who got so fed up with automated answering systems that he began posting ways to circumvent them on his blog. That effort eventually led to the formation of the Get Human project.
If interested, here’s a previous post about it.
Anthony
on 06 Jan 07I can’t figure out the point of automated systems. They ask only a few questions, and save only a few seconds, but they cause a significant increase in customer frustration. WTF is the point? I don’t get it…
@John Gruber: Ain’t it funny – my two best customer service experiences in recent memory were also the Federal Gov: the IRS and the Department of Education (collage loans). Very fast, friendly, and focused representatives, with no wait time for either. Whodathunk?
Qian Wang
on 06 Jan 07USAA is awesome, but part of the reason is that you have to have served in the military or be the family member of someone who has in order to join. Plus they are member owned. I think they must treat their service reps well and the added sense of purpose of serving those who serve their country combine to make for great service. Their slogan is “We know what it means to serve” and I think that says it all.
Surprisingly, yesterday I had a very good phone support experience with BellSouth of all people. The rep was polite and effective and totally not what I expected from a phone company. I wonder how long before that rep gets moved over to sales. :)
I’ve often wondered why it wouldn’t cost less for companies to allow customers to leave a message and get an automated estimate (say +/- 15 minutes) of when a customer rep will call back. No holding/frustration for the customer, less tolls for the company and not any more reps needed than the current system.
Doug
on 06 Jan 07For an interesting spin on this problem, check out www.NoPhoneTrees.com – a rails app built by a Chicago startup, where you enter your phone number, the site calls whatever company you want to connect to, gets to a human, and calls you back once it gets one. Pretty cool.
sona
on 07 Jan 07it makes me crazy!!!! that why i am mostly crazy…..! :)
J
on 07 Jan 07In answer to Paul’s question earlier, I think most companies which ask you to key your account number early in the process are doing differential handling based on how valuable you are to them. Even simple things like how long you wait. Very infuriating when they can’t be arsed to pass that onto the human who eventually deals with you
john
on 07 Jan 07agreed on USAA.
Absolutely phenomenal service, and incredibly friendly staff. They always sound like they’d love nothing better than to talk to you about whatever your issue is.
My car was recently involved in a minor accident, and I was actually LOOKING FORWARD to dealing with my car insurance company.
Not many people could say that.
john
on 07 Jan 07agreed on USAA.
Absolutely phenomenal service, and incredibly friendly staff. They always sound like they’d love nothing better than to talk to you about whatever your issue is.
My car was recently involved in a minor accident, and I was actually LOOKING FORWARD to dealing with my car insurance company.
Not many people could say that.
Ben D.
on 07 Jan 07I would pay REAL money for a compilation recording of what people actually say to the automated voice-or what they say while on hold. Think about it-it would be hilarious! I’m always cussing out the robot voice and/or griping about the fact that YES I WANT ENGLISH, as I listen to the Musak and wait. Hearing what people actually say to “the voice” would be hysterical.
Rachel M
on 07 Jan 07I can’t even count how many times I’ve gotten stuck in unproductive loops of poorly designed automated phone menus. Ugh, I’d rather go through their website, at least then I can read the English and rather than waiting on hold on the phone, I can put in my request and be on my way. I’ve definitely cursed at phone systems, if I recall correctly, it said “we’re sorry you feel that way” and gave me the same old menu again.
It’s pretty sad how excited I get when I actually talk to a HELPFUL customer service or tech support rep. One company that does a phenomonal job with customer service is Land’s End corporate sales. They do not use automated phone systems, you always get a person, usually within 2 rings and sometimes even before you hear the phone ring. Everyone I’ve dealt with (and usually not the same person twice) has been friendly, efficient and helpful, and their systems seem organized enough that they always know my situation and exactly how to help. They are based in the midwest USA, I think people are just nicer there :)
Ditto on Comcast. The last conversation my fiance had with them was “when you see someone walk in your door and throw a cable box at you, you’ll know it’s me.”
Rachel M
on 07 Jan 07I can’t even count how many times I’ve gotten stuck in unproductive loops of poorly designed automated phone menus. Ugh, I’d rather go through their website, at least then I can read the English and rather than waiting on hold on the phone, I can put in my request and be on my way. I’ve definitely cursed at phone systems, if I recall correctly, it said “we’re sorry you feel that way” and gave me the same old menu again.
It’s pretty sad how excited I get when I actually talk to a HELPFUL customer service or tech support rep. One company that does a phenomonal job with customer service is Land’s End corporate sales. They do not use automated phone systems, you always get a person, usually within 2 rings and sometimes even before you hear the phone ring. Everyone I’ve dealt with (and usually not the same person twice) has been friendly, efficient and helpful, and their systems seem organized enough that they always know my situation and exactly how to help. They are based in the midwest USA, I think people are just nicer there :)
Ditto on Comcast. The last conversation my fiance had with them was “when you see someone walk in your door and throw a cable box at you, you’ll know it’s me.”
MT Heart
on 08 Jan 07Details on how to speak to a live customer support person for hundreds of companies. Indispensable.
http://gethuman.com/us/
(via Kottke)
Eddie
on 08 Jan 07USAA is my top choice as well.
Part of the reason (I’ve assumed) is that they exist entirely “online” unless you are near San Antonio or one of the other branches. So since the entire compnay interaction exists on the phone or online, it seems to me that they would have a better chance to “get it right.”
I do love my USAA.
Matthias
on 08 Jan 07I just started writing letters again. Much better for your sanity. I have yet to find a UK Company, Council or whatever department that has a service where 3 calls don’t end in one saying the complete opposite of the others. Biggest annoyance recently is British Gas who refuse to believe us that we’re actually not their customers (“We welcome you as our new customer” and “We’re sorry to see you leave” letters, alternating, I think I have 5 each with final bills over ever-changing amounts). The funniest one was NTL Broadband, who seemed quite capable in the past (as in: I never had to call), and after moving and setting up the modem the guy on the phone said: “call us again after midnight, then your changed address should be in our system”. That’s all cool, until you realize their support-line closes at midnight…
Kira
on 08 Jan 07Whenever I make it through to a live person after getting through one of those horrendous voice-scrambling systems, I always ask the agent to file a complaint about the system.
Not sure if the complaints help, but maybe if enough people do it, people will notice that they are universally hated. The old “press 1 for sales” type menus were so much easier.
David
on 08 Jan 07This site is stealing your content: http://www.wickeddigitaldreams.com/?p=1045
Nathan Ostgard
on 08 Jan 07USAA is indeed wonderful. I think Eddie is right that their service is so good because they are a company that serves most of its customers that way.
They have some really creative ways of handling the distance problem. I really liked that I can scan my checks instead of postal mailing them now—pretty cool use of the Internet for a bank.
gadgetsage
on 09 Jan 07I never tolerate being forced to talk to a robot (automated voice system) unless I have to. Why would I want to put a human out of work in exchange for a more frustrating experience?
Harry
on 10 Jan 07In the UK IVR systems are predominantly push-button only. I think this is cultural rather than us lagging behind – we generally wont put up with voice activated IVRs. They are usually so badly implemented it’s laughable. Plus if you are on your mobile in a public place, people look at you like you’re crazy when, from being completely silent, you suddenly start shouting weird phrases down the phone.
Guy Avital
on 12 Jan 07warner Communication is ok. I think they have good customer service, because they are a doing it right. We used them to all our customer that need remote connection to their security camera
This discussion is closed.