Corporate Support Practices That Can Create PR Pet Peeves


Surveys, surveys, surveys…

This post has been a long time coming. It’s out of control, these requests for survey feedback. Many organizations heavily engaged in customer support rarely align their support efforts with PR goals.

Word about bad support experiences can spread online like any other viral posts. So, maybe organizations should give more thought to the PR impact of technical support or survey procedures…
Survey Says
When I call your support line, you don’t have to email, call and then email and call, and then email and call again to ask me to take your survey on how you did. Increasingly, chances are you didn’t do good. Your surveys just serve to confound my annoyance with you. And, if you happened to do good, chances are your survey is still going to annoy me. It takes up more of my time when I already spent unplanned time with your support team.
Also, stop asking me to take your surveys when I login, when I visit your website, or use your app. That’s annoying too. Did you ever think that maybe I was going to your website or app to specifically get something done? Your surveys just got in the way of this?
Get your feedback elsewhere. Here’s a thought, just put a link in your footer to a form where anyone can send whatever type of feedback they want at their own convenience.
Be There
Yes, answer the dang phone if I call for help. Be prepared to go off-script too. Of course, government agencies are the worst. Earlier this week, I called one and had to go through so many prompts to get to the right department my lunch break ended. When I finally got past the prompts, I heard the paraphrased message “There are too many people in the queue to put you on hold. Good bye.” Seriously? Are you serious? Apparently, they are… When you absolutely positively have to speak to that government agency that day (business) you call back – 23 times. That’s how many times it took just get it into a queue to hold. Fortunately, I was able to work in between dialing – and holding.
Don’t Hide Either
Most of the time I try to resolve any support issues I have by first searching online, then the company’s website – the so-called knowledge base. Despite this, many times my answers aren’t there. So, I try to initiate chat or email support – usually because a phone number is hidden. Companies add infinite loops to avoid us getting in touch. Don’t ask me to use your dang drop-downs to get me to the right department. Then, after I use your 42 drop-downs, don’t send me to yet another link I already went to that you think answers my question instead of giving me your phone number.
How Does That Go Again?
Can you please get your instructions right? It’s great when I buy a product requiring me to take a hundred parts or steps to assemble or set it up. It’s especially great when the company doesn’t spend the freaking time to get the instructions solid. And why is there always a bolt missing? Why does the software prompt me with some step that isn’t in your instructions?
Anyway, we have video available nowadays. You can also make video instructions. Try it. Or, maybe you don’t even want to accidently capture on video your own frustrations of building your product.
Stop the Small Talk
If I want to talk to strangers, I’ll go to a bar – or something. When I call support, it’s usually because I’ve become annoyingly frustrated with your product. I’m annoyed. So, it’s probably better that you just start helping me, like, right away. Don’t ask me how I’m doing, how my day is going, etc. because at the moment, it’s probably not going good. It’s probably not good at all, especially since I just had to go through 42 prompts to be put on hold for 42 minutes to then spend another 42 minutes trying to solve my issue. Using small talk isn’t helping get that done. Then, after your small talk attempts, don’t ask me 42 other questions to try and gather my personal data so you can SPAM me later – before you start helping me. Not cool.
Not cool.
Man. :-)