Recently I was involved in a duel with an hardware company. Their hardware device which I had recently purchased turned out to be too difficult to install. I opened a support ticket on their portal.
After some to and fro’s, I was fortunately connected to an executive who knew what was wrong with the device. He worked with me on a remote connection to resolve the problem. However the next day, the problem reappeared. I updated the message, only to be answered by another executive. And then the to and fro messaging started once again. I wrote in the message that I needed to be connected to the executive who resolved the problem previously. Unfortunately it never happened. It seems that I lost him in the sea of call center employees.
A few days of frustration, complaining on social media site of the company got me a reply that company was ready to replace the device. I am still sure there is no problem with device, only with the configuration. However, I am tired of explaining it again and again. I am lost without the help from that particular executive. I will go in for replacement and hopefully the problem gets resolved.
The consistent customer engagement experience
The trouble with such call centers, departments or companies that deal with customers is that they appear inconsistent. Relationship is between two entities. On one side, companies expect regular purchases and loyalty from customer. On the other side, customer expects consistent experience from the vendors both in terms of product and engagement.
A company that constantly changes people who interact with customer commit these sins
They do not value the relationship with the customer
They force customer to often re-explain their problem
They repeat solutions often presented by representatives before them to the customers
They have to restart the engagement with customers every time a new person is assigned to the task.
Frequently changing customer engagement representatives reduce the quality of interactions. It’s better to keep the same person assigned to same task or customer.