Re:Google Pixel 9 Pro
by TeMPOraL on Wednesday August 14, 2024 @09:08AM
(#41245669)
> It feels like these legitimate challenges to businesses to manage their customer service lines, support lines, etc.
Wrong. These are not challenges. The customer service lines work exactly as designed: as cheap as possible to operate, as effective as possible in preventing majority of the callers from engaging support staff and starting any kind of support process. And the magic, most people who try and fail to get support believe it's their own fault - they're not being patient enough, or persistent enough, or maybe the problem isn't that big a deal, etc.
The companies don't want you to work around the phone tree and hold time. And once most people have tools that are able to, the companies will adjust their support channels to compensate.
Wrong. These are not challenges. The customer service lines work exactly as designed: as cheap as possible to operate, as effective as possible in preventing majority of the callers from engaging support staff and starting any kind of support process. And the magic, most people who try and fail to get support believe it's their own fault - they're not being patient enough, or persistent enough, or maybe the problem isn't that big a deal, etc.
The companies don't want you to work around the phone tree and hold time. And once most people have tools that are able to, the companies will adjust their support channels to compensate.