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Originally Posted by mikeym
Go to almost any contact us page on the internet and it will have prominent contact details there on the first page,
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Amazon.co.uk - I have to log in before I can contact them, and then, as with Virgin, they ask some questions to make sure I get the right contact details.
Sky.com, again you have to let them know what you wish to contact them about
BT - again presents questions to make sure you get the right contact options
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So if there are separate contact details for each of these types of contact then I could understand having a distinction
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Yes, they are. For instance there are different online forms depening on whether you are wanting help with a fault, wanting to arrange a house move online or make a complaint
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Instead you now have to answer another question about the type of service you have.
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This is again, to make sure the correct contact details are presented. There are different numbers if you have cable services or National services
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Then more questions about the type of question you have (why does that matter to contacting you?) and then a list of fast answers
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Again, to make sure you are presented with the correct contact times, options and forms. As you have a billing question, you don't want to be given the details for help with your broadband connection do you?
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I would suggest that 320 choices to pick from will put a lot of people off.
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It's not 320 Choices, because 99% of the options won't apply. You choose the options you need.
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Having an automated telephone system that will ask you 20 questions that the support person will just have to ask you again will also put many more people off.
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Any questions asked by the automated phone service are not asked by the support people again. If they are that support person is possibly not doing their job correctly.
---------- Post added at 22:27 ---------- Previous post was at 22:23 ----------
Quote:
Originally Posted by Chris
The rest of us can call it what it is - making it harder for customers to get a speedy response to their problems by doing the natural thing and talking to someone.
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It's not about that at all
It's about making sure those people who
need to speak to someone can get through speedily.
If you have had a broadband fault, do you really want to be stuck in a call queue behind people that don't know how to set up a new e-mail address? Or would you rather Virgin offer them the help they need so they
don't need to call in, which will allow you to get through quicker?