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Originally Posted by TDMWeb
This is exactly the kind of support that drives customers up the wall and ensures that companies who *don't* use it will always be able to win customers from those who do...  |
Yet, we have never had any complaints from any customer or prospective customer. The system works well, as 9 times out of 10, the answer is in our online knowledge base. The advantage of this system, is that a customer is guaranteed to get through to an operator within 2 minutes of calling the helpline, as opposed to other services where you are kept in a queue for up to 15 minutes, waiting to get through to a technician.
A couple of facts:
We can employ 3 customer service operatives, for the cost of 1 technician.
Every call is answered within 2 minutes, whatever time you call at
When you phone, you can ask to speak to a technician directly
You have to ask yourself whether you would rather wait in a queue for 15 minutes waiting to speak to a technician, or get through to someone within 2 minutes who can most probobly help you anyway.