Are Your Website Visitors Able To Talk To A Real Person?
During the past couple of weeks I have had some absolutely terrible experiences with two of the largest companies on the Internet. Why were they so bad? It took forever to speak to a live person. Now I realize that it is a huge undertaking to have enough staff to handle every call that comes in, but lately it seems the automated response systems have gotten out of control.
My experiences this week were with ATT and Apple. Both had extensive automated systems and neither gave me the option to go directly to a live person (tech support). In fact finding a phone number was not very easy. It is almost as if they want your business but once payment is made they want to be difficult to contact.
Do your website visitors have the ability to call and speak to a real person? It is definitely something that will add an incredible amount of value to your business. Any website that I manage that has a service or a product for sale always has a phone number visible above the fold and when you call you will get a live person.
To Apple and ATT – My experience with tech support was great once I was able to speak to someone. My experience getting to that live person was both frustrating and maddening at the same time. For companies involved in communications, your communications suck.
