I don’t know how typical I am, but I suspect there are a whole lot of people like me when it comes to dealing with customer service. It takes something really drastic in my life for me to want to pick up the phone and talk to a customer service rep. Only a lack of a broadband connection or having no money in my bank account would drive me to call a company. My wife and I have arranged our life to minimize such interactions. For instance, we shop by mail with companies that allow no-questions-asked returns.
The statistics I hear from my clients tell me that there are a lot of customers like me – ones that would do almost anything not to have to talk to a person at a company. And yet, I also hear that most ISPs average something like a call per month per customer. That means for everybody like me who rarely calls there are people that call their ISP multiple times per month.
It’s not like there aren’t things that I want to know about. There are times when it would be nice to review my bill or my open balance, but unless there is no alternative I would never call and ask that kind of question. But from what I am told, billing inquiries and outages are the predominant two reasons that people call ISPs. And if a carrier offers cable TV you can add picture quality to that list.
Customer service is expensive. The cost of the labor and the systems that enable communicating with customers is a big expense for most ISPs. Companies have tried various solutions to cut down on the number of customer calls, and a few of them have seen some success. For instance, some ISPs make it easy for a customer to handle billing inquiries or to look at bills online. This is something banks have been pretty good at for a long time. But it’s apparently difficult to train customers to use these kinds of web tools.
Many companies are now experimenting with online customer service reps who offer to chat online with you from their website. I don’t know the experiences other people have had with this, but I generally find this even less satisfactory than talking to a real person – mostly due to the limitations that both parties have of typing back and forth to each other. Unless you are looking for something really specific and easy, communicating by messaging is not very helpful and might even cost a company more labor than talking to somebody live. Even worse, many companies use a lot of pre-programmed scripts for online reps to reduce messaging response times, and those scripts can be frustrating for a customer.
There are a handful of solutions I have seen that offer new tools for making it easier for customers to communicate with an ISP. For instance, NuTEQ has developed an interactive test messaging system that can answer basic questions for customers without needing a live person at the carrier end. Customers can check account balances, report an outage, schedule and monitor the status of a tech visit or do a number of other tasks without needing to talk to somebody having to wade through a customer service web site.
But I think the real hope for me is going to be the advent in the near future of customer service bots. Artificial Intelligence and voice recognition are getting good enough so that bots are going to be able to provide a decent customer service experience. Early attempts at this have been dreadful. Anybody who has tried to change an airline ticket with an airline bot knows that it’s nearly impossible to do anything useful in the current technology.
But everything I read says that we will soon have customer service bots that actually work as well as a person without the annoying habits or real service reps like putting a caller on hold, losing a caller when supposedly transferring you to somewhere else, or in trying to upsell you to a product you don’t want. And there ought to be no holding times since bots are always available. If a bot could quickly answer my question I would have no problem talking to a bot.
But as good as bots are going to be even within a few years, I am waiting for the next step after that. I have been using the Amazon Echo and getting things done by talking to Alexa, the Amazon AI. Alexa still has a lot of the same challenges like Siri or the other AIs, but I am pleasantly surprised about how often I get what I want on the first try. In my ideal world I would tell Alexa what I want and she (it?) would then communicate with the bots, or even the people at a company to answer my questions. At the speed at which AI technology is improving I don’t think this is going to be too many years away. I may like customer service when my bot can talk to their bot.