If you have ever used a company’s online chat support service, you probably have experienced what I am about to describe.
I had to use two or three in the past week. You start out by filling out a form with a few questions. One of these questions is usually something like “Please describe your issue below.” Another might ask what operating system you are using. Most of these questions MUST be filled out to proceed to a person and your chat.
I would have no problem with these forms and the questions they ask, if the first question the representative asks wasn’t “How can I help you today?” or “What problem can I help you with?” However, IT ALWAYS IS.
That is usually followed up with “What operating system are you on?”
Didn’t I just take the time to answer these questions in your required form??? What was the point of that?
I’ve started cutting and pasting my response on the form to the chat so I don’t have to waste the time typing the same thing twice.
If you are going to require me to fill out a form with this information, then I expect it to be used. I should not have to enter the same thing twice. Are the operators provided with your answers and just being lazy, or is the form for some statistical thing?
Of course, the real winner is when you get to another tech support agent at a higher level and….You know where this is going.
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