Support call is something that many consumers are afraid. For a long time waiting time and upset menu options to support members who cannot help you or not, or you will hang on you after you wait for tens or more.
HP Inc. has allegedly discovered another way to make the lives of its customers unhappy. The company added 15 minutes waiting time for all telephone support calls, reports register,
Description:
- HP’s consumer hotline is awaited at least 15 minutes in all support calls.
- The waiting time also applies if support members are available.
This change is already live in the UK, Ireland, France, Germany and Italy, expected to add more countries to the list in the future.
HP informs customers about waiting time at the beginning of calls and repeated calls. Customers are also informed that they may also be able to get help online.
HP wants to drive customers for self-help solutions that do not require active participation of company employees.
Internal staff memo confirms that the waiting time for each customers is set for 15 minutes, no matter how busy the telephone support lines. The register reports that HP says this customer experience is tracking the metrics.
This is an attempt to cut the cost by grieving customer experience. This is not the first time that HP is implementing changes that are negative to its customers.
Over the years, HP has banned the functionality of the printer, repeatedly blocked the use of third-party ink cartridges, and has offered hired services that are often not in the best interest of consumers. .
HP’s money-saving strategy can backfire
While HP hopes it is going to save money, as more and more customers can try to reach the company through the hotline, it is possible that the strategy may be backfire.
Customers may not be pleased to wait for at least 15 minutes, but when they find out that the waiting time is added artificially, they consider buying printers or computers of other companies with better hotline in future. Can
With the AI boom, it is probably only a short time ago when members of the support will be replaced by AI individuals.
What is your take on this? The last time did you have to contact with support via telephone? Feel free to leave a comment below.
Thanks for reading..
