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.