▲ 256 ▼ Google tests a feature that calls businesses on your behalf and holds until an agent is available | TechCrunch (techcrunch.com) submitted 2 years ago by L4s@lemmy.world [M, B] to c/technology@lemmy.world 46 comments fedilink hide all child comments Google tests a feature that calls businesses on your behalf and holds until an agent is available | TechCrunch::Google is testing a feature that places a call to a business , waits on hold and then give you a call once a representative is available.
[+] Boozilla@lemmy.world 108 points 2 years ago (9 children) [deleted] permalink fedilink source hideshow 9 child comments replies: [–] nodsocket@lemmy.world 19 points 2 years ago (4 children) The reason business service is so bad is because it actually hurts them to provide good service. Most of the time it's someone complaining or asking the company for a refund, etc. It's better for business to make the process as difficult as possible to discourage anyone from trying to lodge a complaint. It's a type of dark pattern. permalink fedilink source parent hideshow 4 child comments replies: [–] psivchaz@reddthat.com 3 points 2 years ago (3 children) This seems like an overly complicated explanation when the alternative explanation is so simple: More call center employees can answer more phones, but call center employees cost money to hire, and businesses do not like spending money. permalink fedilink source parent hideshow 3 child comments replies: [–] theneverfox@pawb.social 1 point 2 years ago (2 children) But the entire department is a loss for them... Can you tell me the last time you called customer support to give them more money? It's two sides of the same coin... It's as simple as you say, but not as innocent permalink fedilink source parent hideshow 2 child comments replies: [–] ozymandias117@lemmy.world 2 points 2 years ago I can tell you the last time I called customer support and it caused me to return the product and never buy from that company again That’s harder for companies to put into an excel sheet, though permalink fedilink source parent [–] Radicaldog@lemmy.world 1 point 2 years ago Our customer support is full of (older) people buying stuff from us. Not everyone likes using websites when a phone will work! permalink fedilink source parent [–] tsonfeir@lemm.ee 9 points 2 years ago (3 children) My company stresses customer service. We have our phones set up to ring the person, after two rings, ring all department phones, after 4, anyone who can answer outside calls. Every call is answered. Everyone is trained how to start a call and get them to the right person. I’m on that list even though I shouldn’t be. I volunteered to be a 4th ring because I value that mentality. permalink fedilink source parent hideshow 3 child comments replies: [–] Pika@sh.itjust.works 3 points 2 years ago* The company I work for does that as well for its retail environment, it sounds good on paper but the only thing it's done is all the secondary phones now are ignored until it's a transfer ring. After a certain time of day(when the receptionist goes home) it just won't be answered unless a manager is the one who answers. This is partially due to the lack of training of the secondary and partially of the "no departments ever close" policy so if you answer it you are expected to help even if it's on the opposite side in an area you know nothing about permalink fedilink source parent [–] generichate1546@lemmynsfw.com 2 points 2 years ago (1 child) What company is this‽ literally no way it's a public facing company that deals with regular customers b2b maybe? permalink fedilink source parent hideshow 1 child comment replies: [–] tsonfeir@lemm.ee 1 point 2 years ago Higher end building supply. So, both, but yes there are more businesses calling us. Most of our “bad” calls are about delivery issues. permalink fedilink source parent
[–] nodsocket@lemmy.world 19 points 2 years ago (4 children) The reason business service is so bad is because it actually hurts them to provide good service. Most of the time it's someone complaining or asking the company for a refund, etc. It's better for business to make the process as difficult as possible to discourage anyone from trying to lodge a complaint. It's a type of dark pattern. permalink fedilink source parent hideshow 4 child comments replies: [–] psivchaz@reddthat.com 3 points 2 years ago (3 children) This seems like an overly complicated explanation when the alternative explanation is so simple: More call center employees can answer more phones, but call center employees cost money to hire, and businesses do not like spending money. permalink fedilink source parent hideshow 3 child comments replies: [–] theneverfox@pawb.social 1 point 2 years ago (2 children) But the entire department is a loss for them... Can you tell me the last time you called customer support to give them more money? It's two sides of the same coin... It's as simple as you say, but not as innocent permalink fedilink source parent hideshow 2 child comments replies: [–] ozymandias117@lemmy.world 2 points 2 years ago I can tell you the last time I called customer support and it caused me to return the product and never buy from that company again That’s harder for companies to put into an excel sheet, though permalink fedilink source parent [–] Radicaldog@lemmy.world 1 point 2 years ago Our customer support is full of (older) people buying stuff from us. Not everyone likes using websites when a phone will work! permalink fedilink source parent
[–] psivchaz@reddthat.com 3 points 2 years ago (3 children) This seems like an overly complicated explanation when the alternative explanation is so simple: More call center employees can answer more phones, but call center employees cost money to hire, and businesses do not like spending money. permalink fedilink source parent hideshow 3 child comments replies: [–] theneverfox@pawb.social 1 point 2 years ago (2 children) But the entire department is a loss for them... Can you tell me the last time you called customer support to give them more money? It's two sides of the same coin... It's as simple as you say, but not as innocent permalink fedilink source parent hideshow 2 child comments replies: [–] ozymandias117@lemmy.world 2 points 2 years ago I can tell you the last time I called customer support and it caused me to return the product and never buy from that company again That’s harder for companies to put into an excel sheet, though permalink fedilink source parent [–] Radicaldog@lemmy.world 1 point 2 years ago Our customer support is full of (older) people buying stuff from us. Not everyone likes using websites when a phone will work! permalink fedilink source parent
[–] theneverfox@pawb.social 1 point 2 years ago (2 children) But the entire department is a loss for them... Can you tell me the last time you called customer support to give them more money? It's two sides of the same coin... It's as simple as you say, but not as innocent permalink fedilink source parent hideshow 2 child comments replies: [–] ozymandias117@lemmy.world 2 points 2 years ago I can tell you the last time I called customer support and it caused me to return the product and never buy from that company again That’s harder for companies to put into an excel sheet, though permalink fedilink source parent [–] Radicaldog@lemmy.world 1 point 2 years ago Our customer support is full of (older) people buying stuff from us. Not everyone likes using websites when a phone will work! permalink fedilink source parent
[–] ozymandias117@lemmy.world 2 points 2 years ago I can tell you the last time I called customer support and it caused me to return the product and never buy from that company again That’s harder for companies to put into an excel sheet, though permalink fedilink source parent
[–] Radicaldog@lemmy.world 1 point 2 years ago Our customer support is full of (older) people buying stuff from us. Not everyone likes using websites when a phone will work! permalink fedilink source parent
[–] tsonfeir@lemm.ee 9 points 2 years ago (3 children) My company stresses customer service. We have our phones set up to ring the person, after two rings, ring all department phones, after 4, anyone who can answer outside calls. Every call is answered. Everyone is trained how to start a call and get them to the right person. I’m on that list even though I shouldn’t be. I volunteered to be a 4th ring because I value that mentality. permalink fedilink source parent hideshow 3 child comments replies: [–] Pika@sh.itjust.works 3 points 2 years ago* The company I work for does that as well for its retail environment, it sounds good on paper but the only thing it's done is all the secondary phones now are ignored until it's a transfer ring. After a certain time of day(when the receptionist goes home) it just won't be answered unless a manager is the one who answers. This is partially due to the lack of training of the secondary and partially of the "no departments ever close" policy so if you answer it you are expected to help even if it's on the opposite side in an area you know nothing about permalink fedilink source parent [–] generichate1546@lemmynsfw.com 2 points 2 years ago (1 child) What company is this‽ literally no way it's a public facing company that deals with regular customers b2b maybe? permalink fedilink source parent hideshow 1 child comment replies: [–] tsonfeir@lemm.ee 1 point 2 years ago Higher end building supply. So, both, but yes there are more businesses calling us. Most of our “bad” calls are about delivery issues. permalink fedilink source parent
[–] Pika@sh.itjust.works 3 points 2 years ago* The company I work for does that as well for its retail environment, it sounds good on paper but the only thing it's done is all the secondary phones now are ignored until it's a transfer ring. After a certain time of day(when the receptionist goes home) it just won't be answered unless a manager is the one who answers. This is partially due to the lack of training of the secondary and partially of the "no departments ever close" policy so if you answer it you are expected to help even if it's on the opposite side in an area you know nothing about permalink fedilink source parent
[–] generichate1546@lemmynsfw.com 2 points 2 years ago (1 child) What company is this‽ literally no way it's a public facing company that deals with regular customers b2b maybe? permalink fedilink source parent hideshow 1 child comment replies: [–] tsonfeir@lemm.ee 1 point 2 years ago Higher end building supply. So, both, but yes there are more businesses calling us. Most of our “bad” calls are about delivery issues. permalink fedilink source parent
[–] tsonfeir@lemm.ee 1 point 2 years ago Higher end building supply. So, both, but yes there are more businesses calling us. Most of our “bad” calls are about delivery issues. permalink fedilink source parent