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this post was submitted on 17 Feb 2024
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The reason business service is so bad is because it actually hurts them to provide good service. Most of the time it's someone complaining or asking the company for a refund, etc. It's better for business to make the process as difficult as possible to discourage anyone from trying to lodge a complaint. It's a type of dark pattern.
This seems like an overly complicated explanation when the alternative explanation is so simple: More call center employees can answer more phones, but call center employees cost money to hire, and businesses do not like spending money.
But the entire department is a loss for them... Can you tell me the last time you called customer support to give them more money?
It's two sides of the same coin... It's as simple as you say, but not as innocent
I can tell you the last time I called customer support and it caused me to return the product and never buy from that company again
That’s harder for companies to put into an excel sheet, though
Our customer support is full of (older) people buying stuff from us. Not everyone likes using websites when a phone will work!