Holding company's responsible for their customer service practices including sharing valuable phone numbers, steps for reaching live representatives, customer service rankings, company boycott organization and more.

Thursday, December 23, 2010

Are companies really dropping phone-based customer service?

Unfortunately, the answer is a resounding, "YES!". According to a recent Time Magazine article, a lot of major companies, such as eBay, are now completely stopping all phone-based customer support. This move is not entirely unexpected as customer service is frequently one of the first things to suffer as comanies face harsh economic times, but it is not our experience that companies have come nearly far enough to implement useful online alternatives in most industries to simply stop accepting phone calls asking for help. The backlash from customers will likely far outweight the cost savings in shutting down phone-based customer service. Time will tell, but our opinion is that people can and should expect telephone support to be available for nearly every industry.

Friday, February 19, 2010

Getting through to an actual person when alling for customer service

A lot of the feedback we get is from people looking to circumvent long hold times when calling for customer service and customer support. Here are a few generic shortcuts that may work (when pressing 0 doesn't help and the company is not already listed on ContactHelp.com):

  • Try pushing the "#" key when asked to make menu choices

  • For voice-activated menus, try mumbling jibberish

  • If an alternate language is available you can try that. While you may not be able to speak the language, the hold times are normally much shorter, and the rep you get may be bi-lingual and can help you.

  • Select the steps provided for new sales. Companies will typically have a much shorter path to talk to someone about buying new service than in helping existing customers.