How Standard Customer Support Systems work

Let’s look at the shortcomings of standard customer support systems with an example. On a Thursday, Ms. Williams send in a query using the company website to the manufacturers of the new kitchen tiles that she has purchased. She is planning to install them over the weekend when she has time off from work. 2 days is all she has.

Inconclusive Responses
She uses the contact form since the company’s FAQ page doesn’t seem to address her question, and she needs to know the right adhesive to be used for best results.

When the CSR responds by return e-mail, it is already Saturday morning, and the answer isn’t conclusive – while the agent recommends a non-skid adhesive, no brand is specified, nor does Ms. Williams know where to find this particular product. Impatient and running out of time, she calls in. But, the CSR answering the phone is not too confident – he mentions that they have not had this particular question before and asks for time to get back.

A Resolution that isn’t one!

Finally, a more knowledgeable representative calls her back on Sunday. By this time, the weekend is almost over and there is no time left to fix the tiles!

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