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.

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.

  • nodsocket@lemmy.worldEnglish
    19·
    10 months ago

    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.

    • psivchaz@reddthat.comEnglish
      3·
      10 months ago

      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.

      • theneverfox@pawb.socialEnglish
        21·
        10 months ago

        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

        • ozymandias117@lemmy.worldEnglish
          2·
          10 months 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

        • Radical Dog@lemmy.worldEnglish
          1·
          10 months ago

          Our customer support is full of (older) people buying stuff from us. Not everyone likes using websites when a phone will work!