Hello everyone, today I propose to discuss the channels of communication with the support service.
Traditionally a little background. Personally, I really don't like talking to the call center. 'Click here, click here, stay on line' etc. In general, I try to reduce all conversations with support to correspondence by mail. And about a year ago, I discovered that some banks, as well as mobile operators, are great at communicating with users on social media pages. At the same time, cunning SMMs usually sit there, and not ordinary support service representatives, and such employees respond much faster and more competently. But I already wrote about this several times, today I wanted to tell about another case.
I got myself a TV CAM the other day to set up my cable TV, but whatever I did, it didn't work. I did not want to listen to long instructions in the Samsung support service, so I was already thinking of giving up on this situation when I suddenly saw the 'chat' section on their official website (initially I went to the site to update the firmware) and decided to give it a chance. I chose the right model, told the specialist about my problem and waited for a solution. At the other end, they answered very quickly and gave me the opportunity to go to the kitchen to try the advice in practice. Looking back, I understand that it would not be so comfortable for me to do the same operations over the phone. As a result, it turned out that the CAM module must be configured by a specialist from the provider, so I tormented the poor person from Samsung support in vain.
And now, using the example of chat, I once again understand that the future is in online correspondence, and not a telephone support service. In the call center, users are also trying to hint at this in every possible way by installing autoresponders and complex IVR with many points. At the same time, you can write a letter or start a chat dialogue almost instantly. Now my question is, what is your preferred way of communicating with support? Phone call? Correspondence? Or maybe live communication?