Convergence CRM to Accelerate "Personal" Service

by Stephen J. Andriole

I recently spent some time on hold with -- and occasionally actually speaking with -- "technical support" representatives. I listened to the on-hold voice tell me over and over again that I could just go to the Web site for technical support, since the scripts that the human technical support team used to troubleshoot problems were the same scripts that the digital technical-support team used. This advice struck me as peculiar: if I could really get the answers I needed from the Web, then why was the company spending so much money frustrating me with 1-800-number support? Was the voice implying that I was an idiot to actually want to speak with someone? I bounced from service rep to service rep, ending with a (live) support professional telling me that she did not know how to solve my problem.

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Convergence CRM to Accelerate "Personal" ServiceThu Apr 17 08:20:13 CDT 2008