To Think Automated Service is the Death of Customer Service?

[WTFParents]

I've been trying to speak to BT regarding a fault but keep getting cut off and asked to respond to a text. They say they'll call back in X amount of time but it never happens within the time frame, it's more than double the time frame usually.

The problem is, they're apparently "checking behind the scenes" to find a fault that isn't really a fault in the typical sense. So really, when I wanted to speak to them an hour ago, they've just pissed about with my time when I could have cracked on with going out and about by now but I'm stuck at home waiting for a call back to start the initial process.

AIBU? Are there any companies that don't automate their service now?! It might be nice to share some for those of us who hate automated servicing which is really just a way for companies to reduce their workforce and maximize profit and not making anything simple for the customer.

I totally agree. And don't get me started on self service in supermarkets

Probably.
Although the upside is fewer people getting yelled at, insulted, threatened and abused by the general public.

I'm in a service job so I understand this but what actually happens is when someone gets through to me they are massively pissed off and an even bigger arse about things. They usually mention the hoops they've had to jump through.

3 hours later and I'm waiting for a call back myself, it should have been within 30 minutes. I won't take it out on the person I speak to but how is it actually helping customers?

Oh I love self service. I’d much rather get in and get out quickly than deal with a real human.

That is so depressing to read. What upsets you about having to interact with another person?

HMRC are particular offenders with their utterly stupid and ridiculous voice recognition system. I wonder who got all the money from that?
It is ridiculous to expect me to try to tell a machine about the nature of the my ultra-complex issue caused by HMRC in a couple of words - which the machine often repeats back incorrectly.

This is all part of a policy by HMRC and all large organisations to avoid having to engage with customers at all - except to send them incorrect charges for everything.

It doesn’t upset me

Self service is just easier. It’s quicker, they’re less likely to make mistakes, I don’t have to make small talk with someone who probably doesn’t want to be there, I don’t have to wait in a queue behind others who don’t want to use self service.

Buy item, in and out. Easy peasy. No need to make it harder than it needs to be.

I don’t have to wait in a queue behind others who don’t want to use self service.

Just in the queue for the self-service, just for a member of staff to come over because the weight is 1g off what the machine expected it to be, or the machine claims there's an unexpected item in bagging area, then again because the member of staff has gone back off to the shelves or to help the other customers all having problems with the machine they're trying to use.

I’ve never had any of the issues you’re moaning about 🤷‍♀️

If OFCOM actually did their job, there would be some form of customer service provided by BT and other telecom companies.

I hate automated phone services. I'm generally using them because I haven't been able to sort something out online so am frustrated with the company already. Then to have to go through several selections to gong myself back at the beginning drives me nuts. They are mostly not fit for purpose in my view. O2 was dreadful and it took me over an hour with call backs to do something very simple. Apple gave got worse too. Lots of other frustrating examples. K feel sorry for the call centre staff as they get the brunt of customer's frustration. I'm always incredibly grateful if I get someone competent and helpful.

I work in customer service and I LOVE self service checkouts I spend all day talking to people so I'm usually all peopled out by the time I leave work.