We are all social creatures and the vast majority of us need to be at least acknowledged. We all like emotion and personality; so why do companies continue to use technology to distance themselves and masquerade this as customer service? Here are my top most annoying behaviours:
- Websites built for optimisation and not for customer usability
If I land on a website filled with keywords and links I leave it. It looks messy and I haven’t got the time to wade through all that rubbish. Google should be utilised to help you, not the other way round. There is plenty of competition and customers are savvier than buying from the first website they happen to land on.
- Blogging for search engines and not for readership
Nobody reads it because it’s boring and poorly written. Yes you might appear all over the internet amongst your favourite search terms but what’s the point in bringing people to your website if there’s nothing to keep them there.
- Auto call attendants
We all hate having to go through voicemail options. Prove that “your call is important to us” and get it answered. Retaining customers is more valuable than finding new ones so why still can I always get straight through to sales but not to customer services?
- Scripts
Everybody can detect a script so I can’t understand why they are still being used. You may as well get the auto attendant to call me. A structured ad lib will get you much further.
- Email only communication
Like many others I simply will not give my business to any website that does not have a contactable, customer service department. I am instantly suspicious of companies who do not want to talk to their customers.
- Sending emails rather than calling
If a customer has provided you with a telephone number then why not call them? This lazy approach is a lot more time consuming and cannot possibly convey your message as well.
- Uninspiring newsletters
Unless you are providing me with relevant quality content or interesting offers please do not waste my time by making me scan through your boring newsletter and subsequently unsubscribe to you.
Perhaps instead of cheapest price or fastest service why not compete on being the most human?
What technology drives you mad?
