Saturday, July 07, 2012

RE: Tech Companies Leave Phone Calls Behind

As someone who has worked in nearly every Customer Support role over a period of 30 years, I found the article, Tech Companies Leave Phone Calls Behind, in the July 7, 2012 edition of the New York Times, enthralling.
 Apple iPhone 52776

Mikkel Svane's quote: “People get aggressive or aggravated; people are depressed or crying. It’s just hard talking to customers” was spot on.

The only angle Ms. O'Leary missed was how related companies that do provide telephone support now spend nearly 50% of their time and millions of dollars annually answering calls that Google and Facebook decline to handle. Telephone support representatives at the major wireless carriers and hardware manufacturers struggle daily with questions for which they have few or incomplete answers. They compensate for this whenever possible by using the opportunity to sell products and services they do support but most callers are simply looking for password reset or mobile app support.

Google and Facebook do have billions of dollars in the bank and could provide telephone support, if they truly valued the customers that ultimately generated that money. They could also contract the work out to 3rd party support providers like Xerox and create thousands of jobs in the process. I suspect they ultimately will allow people to get answers to important questions, once they too begin selling actual mobile phones like the firms that do provide phone support.

1 comment:

Anonymous said...

A couple of things:

Is the bar so low that the new crop (and younger workers 25-35) hate talking on their own cell phones that it even applies to their own companies and work environments of, "Hey, you can email, text, skype, facebook, tweet me but please please please, DO NOT CALL ME" manner to run a business? I know it may be free but you have to wonder about the entire lack of accountability and the shrugging of shoulders to actually provide some standard of service.