Back in 2009, I wrote an article called “The Do’s and Don’ts of Customer Service in a Social Media Age.” In it I outlined some ideas, complaints and thoughts about how Customer Service should be reworked to better handle concerns, complaints and feedback from consumers. Almost 6 years to the day, things HAVE actually changed. Companies have adopted Social Media as a critical form of customer communication. But there is one thing that HASN’T changed, and it’s just as bad, if not worse than before…being PLACED ON HOLD!
It’s pretty amazing, actually, that with all of the technology and messaging apps available, that we still get stuck in push-button phone trees, trying to navigate to speak to an actual person. For me, I would rather spend hours reading through technical support documentation, for example, trying to figure out whatever solution is available for me to try than wait on hold for a live person to help me…or just frustrate me.