1y ago

Google tests a feature that calls businesses on your behalf and holds until an agent is available | TechCrunch

techcrunch.com Google tests a feature that calls businesses on your behalf and holds until an agent is available | TechCrunch

Google is testing a feature that places a call to a business , waits on hold and then give you a call once a representative is available.

Google tests a feature that calls businesses on your behalf and holds until an agent is available | TechCrunch::Google is testing a feature that places a call to a business , waits on hold and then give you a call once a representative is available.

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49 comments

Business services are so shitty the answer is: another service.
Reminds me of supplemental insurance plans. Fractal capitalism.
- The reason business service is so bad is because it actually hurts them to provide good service. Most of the time it's someone complaining or asking the company for a refund, etc. It's better for business to make the process as difficult as possible to discourage anyone from trying to lodge a complaint. It's a type of dark pattern.
  
  This seems like an overly complicated explanation when the alternative explanation is so simple: More call center employees can answer more phones, but call center employees cost money to hire, and businesses do not like spending money.
  
  But the entire department is a loss for them... Can you tell me the last time you called customer support to give them more money?
  It's two sides of the same coin... It's as simple as you say, but not as innocent
  
  I can tell you the last time I called customer support and it caused me to return the product and never buy from that company again
  That’s harder for companies to put into an excel sheet, though
  
  Our customer support is full of (older) people buying stuff from us. Not everyone likes using websites when a phone will work!
- My company stresses customer service. We have our phones set up to ring the person, after two rings, ring all department phones, after 4, anyone who can answer outside calls.
  Every call is answered. Everyone is trained how to start a call and get them to the right person.
  I’m on that list even though I shouldn’t be. I volunteered to be a 4th ring because I value that mentality.
  
  The company I work for does that as well for its retail environment, it sounds good on paper but the only thing it's done is all the secondary phones now are ignored until it's a transfer ring. After a certain time of day(when the receptionist goes home) it just won't be answered unless a manager is the one who answers. This is partially due to the lack of training of the secondary and partially of the "no departments ever close" policy so if you answer it you are expected to help even if it's on the opposite side in an area you know nothing about
  
  What company is this‽ literally no way it's a public facing company that deals with regular customers b2b maybe?
  
  Higher end building supply. So, both, but yes there are more businesses calling us. Most of our “bad” calls are about delivery issues.

49 comments