It was all about “Encouraging more digital adoption by nudging customers to go online to self-solve,” and “taking decisive short-term action to generate warranty cost efficiencies.”
If you wanted customers to go online to self-solve, you’d write proper manuals, provide well-documented and granular error codes and allow people to run diagnostics on their own devices… By not providing either it’s clear the warranty cost efficiencies they’re talking about are people giving up on trying to resolve their issue and just buying a new one
It doesn’t even make sense. One can have a voice bot with an LLM, if it’s so bad. One can ask if the customer wants to get an SMS with an URL to support page. Asking them if they want to be sent to operators after that.
But just 15 minutes basic wait so that less people would reach operators - why the hell, I don’t get it, how is it better than just waiting in queue when all operators are busy and not waiting when, well, not. If the operators are overloaded and perform worse - then allow bigger ACW times, more breaks, maybe hire more operators.
Especially for a computer hardware company one can script most support calls pretty unambiguously. They are not going to be helping out a grandma via phone when “Internet isn’t working”.
You’re completely right, if the goal is good customer support and decent working conditions for the operators.
It’s not. The goal is like 1rre said - make people get fed up and stop trying to get their stuff fixed, just buy a new one. Oh, and they could fire half the operators too, since less people would be willing to wade through the pile of shit to talk to them.
If you wanted customers to go online to self-solve, you’d write proper manuals, provide well-documented and granular error codes and allow people to run diagnostics on their own devices… By not providing either it’s clear the warranty cost efficiencies they’re talking about are people giving up on trying to resolve their issue and just buying a new one
And an excuse to fire half of the support staff.
It doesn’t even make sense. One can have a voice bot with an LLM, if it’s so bad. One can ask if the customer wants to get an SMS with an URL to support page. Asking them if they want to be sent to operators after that.
But just 15 minutes basic wait so that less people would reach operators - why the hell, I don’t get it, how is it better than just waiting in queue when all operators are busy and not waiting when, well, not. If the operators are overloaded and perform worse - then allow bigger ACW times, more breaks, maybe hire more operators.
Especially for a computer hardware company one can script most support calls pretty unambiguously. They are not going to be helping out a grandma via phone when “Internet isn’t working”.
You’re completely right, if the goal is good customer support and decent working conditions for the operators.
It’s not. The goal is like 1rre said - make people get fed up and stop trying to get their stuff fixed, just buy a new one. Oh, and they could fire half the operators too, since less people would be willing to wade through the pile of shit to talk to them.
Money and profit, screw the rest.