2025年的客户服务糟透了（手机）
1 分•作者: morpheos137•5 个月前
去支付我的手机费（按月套餐）。
网站上的“支付”按钮无法使用，也没有任何明显的错误提示。
网站提供了一个聊天功能。
通过聊天机器人联系客服。
转到人工客服。
被要求重复我已经向机器人报告过的信息（他看不到完整的聊天记录吗？）。
被要求提供我的电子邮件地址和电话号码（而我已登录与该电子邮件地址和电话号码关联的帐户，为什么他看不到？）。
这对我来说是典型的在线支付服务体验，但在手机支付方面尤其糟糕。
为什么公司要花钱雇佣人工客服来提问客户已经向他们的机器人回答过的问题，或者这些问题本应从他们数据库中应该拥有的客户详细信息中自动填充？
如果一个愚蠢的机器人什么有用的事情都做不了，比如完成支付，然后还要求客户两次输入相同的信息，那要它干什么？
我在实体店也看到了这种情况。我住在乡下。这里有一家加油站/便利店连锁店。一天中的任何时候，收银台前都排着队，柜台后面有三个店员，但只有一个收银台是开着的。这是一种令人沮丧的客户体验。另外两个店员在摆弄热狗或其他东西。这家加油站真的卖这么多热狗来雇佣第三个店员吗？同时开放两个收银台来服务顾客难道不是更好吗？
或者你去沃尔玛。收银员不知道怎么装袋。排在前面的顾客总是试图用无效/未激活/透支的信用卡付款，收银员并没有引导他们去客户服务台，而是花了5分钟尝试解决这个问题，同时刷了他们的破卡片好几次。他们最终拿出另一张卡支付了订单，与此同时，现在已经排了六个人了。
或者你去了商店，想在关门前5-10分钟买点东西，而员工已经锁上了门。这对我来说在疫情前从来都不是问题。以前企业都想做生意！
在我这个脑子不太灵光的客服处理我的手机支付时，我写完了这整个帖子。
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Go to pay my cell phone (pay per month plan).<p>"Pay" button on website doesn't work with no discernible error message.<p>Website provides a chat.<p>Go through chat bot to get customer service.<p>Get to human agent.<p>Get asked to repeat the same information I already reported to the bot (he can't see the full chat log?).<p>Get asked for my email address and phone number (while I am logged into the account associated with that email address and phone number (why can't he see it?).<p>This is a typical experience for me when I go to pay for a service online but it is particularly bad with cellphones.<p>Why are companies paying human customer support to ask questions that the customer has already answered for their bot or that should be autopopulated from customer details they should have in their database?<p>Why have a stupid bot if it can't do anything useful like make a payment and then require the customer to enter the same information twice.<p>I see this in brick and mortar stores too. I live in a rural area. There is a gas station / convenience store chain. Any hour of the day there is a line at the register and three clerks employed behind the counter but only one register open. It is a frustrating customer experience. The other two are fiddling with the hotdogs or whatever. Does the gas station really sell so many hotdogs to employ a third clerk? Wouldn't it be better to serve the customers by having both registers open.<p>Or you go to Walmart. The cashier can not figure out how to bag items. The customer in line in front is invariably trying to pay with an non valid / inactive / overdrawn credit card and rather than directing the to the customer service desk the cashier spends 5 minutes trying to figure it out while they swipe their crap card half a dozen times. They finally take another card out and pay for their order meanwhile there are half a dozen people in line by now.<p>Or you go to a store to get something quick 5-10 minutes before closing and the employees have already locked the doors. This was never a problem for me before covid. It used to be businesses wanted business!<p>I was able to type this whole post while the braindead customer service processed my cellphone payment.