Poor communication, delayed response, unanswered questions...Waste of time if you don’t solve the problem
Smart customer service "not smart" makes consumers worry
News from our newspaper (Reporter Huang Hongtao) At present, more and more companies use smart customer service, but poor communication, delayed response, and unanswered questions in smart customer service have become the pain points of consumer rights protection.
Some consumers speak bluntly, and some smart customer service wastes consumers' time without solving the problem.
Recently, the Jiangsu Provincial Consumer Protection Committee released the "2021 Jiangsu Consumer Complaint and Public Opinion Hotspot Analysis Report", and the "unintelligence" problem of smart customer service has become one of the eight major consumer rights protection hotspots.
During the "Double 11" period last year, Nanjing consumer Mr. Jin bought 2 barrels of edible oil at the official flagship store of a certain platform, only 1 barrel was found when he received the goods.
Consumers contacted customer service and uploaded photos to request replacements, but they still did not receive replacements until December.
During the period, Mr. Jin kept in touch with the customer service, but the manual customer service was difficult to connect, and the intelligent customer service could not solve the problem, and he repeatedly asked Mr. Jin to upload photos and other evidence.
Mr. Jin complained to the Jiangsu Provincial Consumer Protection Committee and asked the merchant to replenish the goods and give a reasonable explanation.
After receiving the complaint, the staff of the Jiangsu Provincial Consumer Protection Committee checked the photos, purchase records and chat records provided by the consumers.
He immediately contacted the platform and asked it to connect with the person in charge of the flagship store and face up to the legitimate demands of consumers.
The person in charge of the flagship store stated that they made a shipment error and arranged to reissue it for consumers and called to apologize.
Also because of the intelligent customer service, Mr. Zhang in Nanjing was very troubled at one time.
He was unable to log in to the game account normally, so he contacted the smart customer service through the official website.
The smart customer service first sent a "summary of common problems" and asked them to fill in a series of content such as account information and content feedback on the WeChat applet, and finally gave a link containing a solution.
But when Mr. Zhang clicked on the link, the page returned to the "Common Questions Summary" section.
Subsequently, he made many calls to the company, but no human customer service answered.
Public opinion monitoring data shows that in 2021, there are 135,139 pieces of sensitive public opinion information related to customer service in Jiangsu Province. September and December are the peak of public opinion.
The hot spots of complaints mainly focus on the difficulty of manual customer service, the limited ability of intelligent customer service, the improper handling of customer service, the mutual excuse of customer service, the lack of professional knowledge of customer service, and the poor service attitude.
Not long ago, the Jiangsu Provincial Consumer Protection Committee issued the "Consumption Survey Report on Customer Service Convenience in the Digital Context", which investigated 48 apps and found that there are problems such as poor smart customer service experience, unanswered questions, and difficult customer service calls.
The relevant person in charge of the Jiangsu Provincial Consumer Protection Committee believes that the customer service of some online stores should have satisfied consumers’ right to know, listen to consumer suggestions and provide timely after-sales service, but the intelligent customer service provided by these online stores not only failed to meet the above requirements, but promoted The contradiction escalated.
Relevant companies should reflect and learn lessons, improve customer service procedures, and enhance consumer shopping experience.
"Smart customer service still has huge room for development." The relevant person in charge of the Jiangsu Consumer Insurance Commission suggested that companies should start from the needs of users and continuously improve the smart customer service system and related technologies to improve service efficiency.
At the same time, relevant departments should gradually establish unified industry standards, incorporate smart customer service into the consumer satisfaction evaluation system, and further enhance and improve the consumer experience.