Like it or not (and we know that some of you don’t), the use of online chat for customer support isn’t going away. It allows a CSR to work with multiple customers at once, copy/paste ready-made scripts, overcomes some of the language and accent barriers involved with internationally outsourced call centers, and can often easily be saved as a permanent record of the conversation. But if it’s going to be the future of customer service, online chat needs to get its head out of its rectum. [More]
online chats
It Takes 1,600 Words, 1 Hour, And 2 Chat Support Reps For Comcast To Tell Man He Can’t Get Service
By 7.31.13
Comcast Spells My Name Wrong, Can't Help Me Fix It Over The Phone
By 2.11.10
On her blog, Jamie describes in painful and hilarious detail that if Comcast gets your name wrong when it sets up a user account for you, you’re better off just accepting it rather than pushing for them to correct the error. [More]
