When did customer service plummet?

Camp332
Posts
8738
Joined
8/16/2006
Location
Zoo Jersey, USA
2 hours ago

All business has followed suit toward automation vs human. The pendulum has swung hard in that direction currently. Business will exploit the automated approach for as long as possible before they start to feel impact on their bottom lines. Then, just maybe the support of humans will come back a little bit.

1
BMR179
Posts
516
Joined
4/1/2008
Location
East Texas, TX, USA
Fantasy
2 hours ago
rando chuckle I had yesterday: called local restaurant for a reservation. Just a mom/pop location. I had to endure this epic 2m long voice message about...

rando chuckle I had yesterday: called local restaurant for a reservation. Just a mom/pop location. I had to endure this epic 2m long voice message about how "Press 1 for our menu, 2 for our location, 3 for reservations, etc. etc etc" and i knew damn well that one 17y old kid answered all of those extensions. Why put the customer threw it? By the time I got to the kid, I was annoyed. All you can do is shake your head, I guess. 

Part of the reason for the automated menu systems is all the AI automated spam calls.  We would get between 30 and 50 calls per day that we had to answer, it was time consuming and would make you not want to answer the phone with a smile.  We had  menu system installed, not one spammer has gotten through.  What a relief.  

So, blame spammers for small business automated answering systems.  

4
Luxon MX
Posts
1395
Joined
11/6/2017
Location
San Diego, CA, USA
Fantasy
15 minutes ago
BMR179 wrote:
Part of the reason for the automated menu systems is all the AI automated spam calls.  We would get between 30 and 50 calls per day...

Part of the reason for the automated menu systems is all the AI automated spam calls.  We would get between 30 and 50 calls per day that we had to answer, it was time consuming and would make you not want to answer the phone with a smile.  We had  menu system installed, not one spammer has gotten through.  What a relief.  

So, blame spammers for small business automated answering systems.  

Moving to a phone auto-attendant was one of the best things we ever did. We used to get a spam call every 15 minutes, but after installing that, we rarely get a spam call. And that was 10 years ago. I bet it's way worse now with AI call bots.

I try to keep the message quick and to the point as I know it's annoying to listen to, but it's a necessary evil. 

2

The Shop

Post a reply to: When did customer service plummet?

The Latest