A majority (64%) of 5,728 people surveyed by Gartner in December 2023 said they would prefer companies not to use AI in their customer service. Additionally, 53%...
The point of modern “customer service” is to NOT provide customer service. If you can drag out the conversation to the point where the caller rage-quits in frustration, then the company can avoid spending any money on fixing any problems they’ve caused.
Previous way for companies to cut down on customer support costs was to make a better quality product (making support interactions rarer). That is not so much the philosophy anymore.
The point of modern “customer service” is to NOT provide customer service. If you can drag out the conversation to the point where the caller rage-quits in frustration, then the company can avoid spending any money on fixing any problems they’ve caused.
This is how companies that don’t have competition act. This is how most companies act. We need more anti-trust enforcement.
This is how companies act even if they have competition. Because the competition is doing it, too.
The worst is the "in order to free up queue space, please try your call another time. Hangs up "
I’ve not heard of that before. That’s insane.
Gov agencies that don’t like answering questions do this a lot.
Previous way for companies to cut down on customer support costs was to make a better quality product (making support interactions rarer). That is not so much the philosophy anymore.