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> There is a nice representative who’s direct phone number I can call and always reach, she always answers, and gives me any info or help I need. She called me within a week of me opening the account just to say hi and walk me through my account settings.

The whole point of these new apps is that millennials don’t want to talk to you on the phone.



Just for the record, I'm 57 and I don't want to talk to you on the phone either. That said, if we do, it will be great if it is a nice experience and it will be very, very bad if it's the opposite.


Sure yeah, would I rather just have full-on admin access granted through some web dashboard to deal with it myself? Of course. I'll be the first to sign up for AWS Broker when they release VPBs.

But between having a rep proxy my account needs, or zero recourse for dealing with my account problems? I'm happy to make the phone call.


Having worked in a call center, I think it's more driven by the fact that labor and customer service costs are high and call centers are expensive to operate, so they try to not offer that as a support option.


I prefer written communications so I have a copy for future reference.


Very few customer supports provide reasonably prompt written communications, though. And the trend of chatbots to try and help you first is particularly bad.


You can get through a chatbot with way less effort and chat text support I find less aggravating and focus stealing than voice support. On top of that, you get a written record!


Really? I love these chatbots, asynchronous (most of the time) and easier to get in. No waiting music, etc.


Here's 10 hours of Cisco Opus #1 in case you find yourself nostalgic for the greatest hold song of all time: https://www.youtube.com/watch?v=KqB8v14U_zs




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