There are some customer service situations where you might want to talk to a human about your problem in detail, but in others, communicating with a preprogrammed robot may resolve an issue more quickly. For those cases, Twitter is introducing a chatbot that companies can use to talk to customers via the platforms Direct Messages feature. [More]
An Expedia customer in Los Angeles was surprised to find that her New Year’s travel reservation had suddenly been canceled — and, adding insult to injury, a nasty message from an employee on her itinerary. [More]
Google’s customer support has come a long way since it first began selling Nexus mobile phones and Google Voice number ports to customers. However, the success of its new suite of devices depends on how well it’s able to provide customer and technical support for those devices. [More]
We get it: everyone can have a bad day at work. But if you work in a consumer-facing industry, taking out those frustrations on your customers could cost you your job. [More]
On Tuesday morning, Wells Fargo CEO John Stumpf will face the Senate Banking Committee to answer questions about how the bank’s high-pressure sales goals led a number of employees to fraudulently open up millions of unauthorized accounts. In advance of that hearing, a group of former Wells employees shared their insider views on this scandal. [More]
There must be something in the water this week: while American Airlines is urging customers to stop being such jerks in order to have a better flying experience, United Airlines’ CEO is admitting that the carrier could probably improve its relations with customers.
Why is customer service generally terrible from your cable and internet service provider? It’s not so much that the service is terrible, even though it often is. The problem is that it’s inconvenient to switch providers, if you even have a second option at all. When you feel like you don’t have a choice, you resent your current provider more. [More]
After being slammed by a string of high-profile customer service disasters, Comcast has made investments in recent year — like putting guarantees on appointments and increasing the size of its social media response team. However, one of the more annoying aspects of customer service calls isn’t going to change: The use of outsourced, overseas call centers. [More]
A New Jersey woman is suing Taco Bell for discrimination, claiming that she was denied service at two separate drive-thru locations because she’s deaf. [More]
Thanks to the prevalence of social media, news spreads farther than it used to. Some of what’s going on out there is awful and sad, but there are also bright spots to be found. Like the story of a Southwest Airlines flight attendant who went above and beyond to comfort a young passenger who was scared to fly. [More]
You’d think that being the senior U.S. Senator from Missouri would help Claire McCaskill get better service from her cable company, but you’d be wrong. As this recording demonstrates, the legislator has just as much trouble as the rest of us trying to get anything resembling decent service from her pay-TV provider. [More]
Remember how literally just yesterday the Attorney General’s office in New York was strongly suggesting to Charter that they get on the ball about that whole “making service not suck” thing now that they’ve bought Time Warner Cable? Well, analysts are saying that New Yorkers — and everyone else — probably shouldn’t hold their breath.
After hopping over to Uber from Amazon in January 2015, the head of the ride-sharing company’s global customer support operations, Tim Collins, is returning from whence he came: he’s stepped down from his job at Uber and is reportedly going back to Amazon.