But I don't want to talk to the bot … HP hotline and strange ideas with 15-minute waiting

Helpline. Yes. The coolest part of each complaint and support process. River topic. I admit without beating that I do not know when it really broke out among the manufacturers of various fashion for replacing high -ear students on the helplines with machines, but this practice continues and continues. And the HP hotline is (or rather it was, about which at the end) the peak of absurdity.

When you are sad, when you get bad, call for HP

HP, a little -known technology company, has introduced a new customer service strategy, innovative that Hoho. It involves (attention!) On extending the waiting time on the hotline. Well, because nothing of a man in need of help in arranging anything, in this case technical support, probably not wku … annoys like sitting in place and listening to the music from the album “100 magical hits to let go in the elevator”. Although it may sound like a joke, but as it usually happens – it is not a joke, but a real idea for which someone took money. One of the main elements of the new HP strategy is to introduce a minimum waiting time on the hotline of a trifle, just, only, only, no After all, 15 minutes. Everyone who calls HP must now be patient before someone answered the phone. It's like waiting for a prince from a fairy tale, which was supposed to appear, with a crystal shoes, and did not appear, and in general, you have to feed the cats. And the best part is that this elongated waiting time is aimed at discouraging customers from using a traditional form of contact and directing them to the path of independent problem solving. Either with the help of a bot or other ejaja … I have already done it, when Itube's account took me.Some random support center / photo: pexelsno and not only have you to wait, because you have to wait and already, while waiting for the connection, every 5 minutes customers will hear a message informing that “waiting times are longer than usual.” Well … then what will happen? Rubbing salt into a jerking wound or continuous disco polo in the phone? Repeated messages are aimed at keeping customers in a state of readiness, but it is obvious that no one has taken into account the fact that removing their own client mental balance may end badly for business.

HP wants customers to solve their problems themselves

It's like a company said: “Hey, maybe you will try to fix it yourself before you go?” The introduction of extended waiting time is aimed at reducing the number of telephone calls and directing customers to use the resources available on the HP website. The company hopes that customers, discouraged by long waiting times, decide to search for solutions themselves. And here I have the biggest problem with this solution. Of course, not everyone has to be technically clever, not everyone has to be able to deal with themselves. That is why we have technology. That she would help us in some things. But! But! This genius, which came up with this fantastic idea, probably never had a spread printer or other equipment refusing to obey. How do I know? At least from the fact that you do not need a genius to state that the hotline is always called at the end, after exhausting all the healed ways to improve your condition and return to the use of equipment. This is all aimed at reducing the costs of warranty. HP, like many other companies, tries to reduce operating costs, and one way to achieve this goal is to reduce the number of phone calls. This is not strange, because it is known that the machine not only does not call for a raise every quarter, it does not want to pay at all. Extending the waiting time and encouraging customers to use online help allows the company to save on costs related to customer service. It is a pity that at the expense of this client. I am firmly convinced that the prices of HP equipment will not only fall, but will grow as they have grown up so far.

As in every class, there will be a nerd that breaks down to the answer, so here are individual voices of support.

Of course, these Kujoni respects that the introduction of arbitrary, most often for a combination of paid, 15 minutes is an idiotic idea. The severe most recipients, however, have very mixed feelings. Like me, he thinks it's a completely missed idea. It is a pity that once introduced is so easy to derive, and the fact that customers are on average or at all will be satisfied in deep respect. What will you have to work for producers to get smart and do such fools simply less often?

It turns out that someone in HP has got smart

And everything would be to be published to sign up in the annals of the online chronicle “DDID”, i.e. moron and debatable decisions, as if not the fact that the power of constructive criticism fell on HP like something that drops terribly. It is necessary to bend over the fact that there was someone there, preferably decision -making, who reconciled with common sense and such a misguided, idea – he touched his head. It is a pity that at all such completely stupid decisions come at all. I would put guilty to the corner and tomorrow with my parents! Source: The Register