this post was submitted on 10 Jul 2024
976 points (98.8% liked)
Technology
59422 readers
3001 users here now
This is a most excellent place for technology news and articles.
Our Rules
- Follow the lemmy.world rules.
- Only tech related content.
- Be excellent to each another!
- Mod approved content bots can post up to 10 articles per day.
- Threads asking for personal tech support may be deleted.
- Politics threads may be removed.
- No memes allowed as posts, OK to post as comments.
- Only approved bots from the list below, to ask if your bot can be added please contact us.
- Check for duplicates before posting, duplicates may be removed
Approved Bots
founded 1 year ago
MODERATORS
you are viewing a single comment's thread
view the rest of the comments
view the rest of the comments
Dude could save yourself time by just going to contact page and ask for a call. I never use these companies chat features.
Also I found if I Google customer service numbers regurdless of company than I can get a number to call 85% of the time.
Of course after that you either got to fight robot to get a human on the phone that 9 times out of 10 will be a person out of India who also acts like a goddamm robot that doesn't understand English.
But my biggest pet peeve is a lot of times I have ro get a supervisor to solve a problem that would take the customer service agent ten seconds to solve.
Historically, these chat interfaces were tied out to a call center somewhere on the opposite side of the planet. Now they're entirely prompt-engineered. So you used to be able to work a claim through chat without sitting on a phone call for hours at a time. But now they obscure their customer support phone number behind six layers of tabs and links, while shoving the "WOULD YOU LIKE TO CHAT WITH A REPRESENTATIVE" button in your face the whole way, fully knowing it doesn't actually connect to anything that will help.
A lot of the agents are just working off of written prompts anyway. But they do get experience with these problems over time (or recognize a slew of the same problem coming in at once) and can cut through the shit to give you a real, human response. Sometimes that response is simply "We can't help, because of widespread technical / systems issues", but that's better than being bounced through an automated service that feeds out generic non-answers and useless how-to guides.
Ugh, if only. Amazon has done everything in their power to bury and strip that number from the internet. Once upon a time that worked great.