"Hello, here is your customer service assistant..." Or to save costs, or to improve efficiency, intelligent customer service that automatically answers has been widely adopted by companies and platforms. However, on some platforms, the elderly can't find human customer service at all, and can only "tangle" with robot customer service.
Difficult to get through: Wait for half an hour, can only hang up the phone
"I called an immigration hotline and called several times without getting through." Zhang Weiyi, a retired employee in Beijing, wanted to consult some questions about the Hong Kong and Macao pass some time ago, and after searching on the Internet, he found a consulting service hotline. He made several phone calls at different times, but no one answered them.
The reporter tried to dial the number. After an opening remark, according to the voice command, the reporter pressed the No. 1 button representing "Chinese citizen business", and then chose "Beijing personnel business". After pressing the button, the voice service continues to bring "warm tips" to consultants, which makes people confused. After nearly a minute, it was finally time to choose the consulting business. After nearly 3 minutes of clicking, the reporter finally heard "manual service please press 0", followed by "transferring for you, please wait". I didn't expect to wait for half an hour. In the end, it still failed to get through.
Can't find it: no "contact information" can't be found
"People over 70 years old can learn to drive!" Some time ago, Liang Shi'an, who retired at home, saw a news report that the elderly could learn to drive. At the age of 72, he thought about trying it. Liang Shi'an wanted to call the car management office in advance, but he could not find the contact information of the car management office.
"No matter how you search online, you can only come up with the consultation number of 12122." After dialing, the voice will give options such as "Motor Vehicle Business" and "Driver's License Business". In the fifth item, the "address and contact information of the vehicle management office and the vehicle management branch" finally came out, but after clicking, the system only had a long list of address introductions, and finally could only take a taxi to the scene for consultation.
Also unable to find contact information, there is also the bank's consultation hotline.
Don't understand: Whatever you ask, reply "I'm sorry"
The customer service system in many apps seems intelligent, but it is actually incompetent. Sometimes the helper asks for half a day, but the system always answers the question and cannot solve the problem.
Liu Limei spent more than 100 yuan on a video website a few months ago to open an annual membership, and there was no problem in the first few days, but when she opened the platform again in recent days, she found that the membership was gone, and the programs she wanted to watch could not be seen. Liu Limei wants to find the customer service of the platform to ask for an understanding.
After clicking help and customer service, a smart customer service "butler" popped up. The housekeeper first provided a column of self-service, including resetting the password, changing the mobile phone number, etc., and then the housekeeper gave some popular consultation questions, but there was no Liu Limei wanted to ask. She noticed that she could also enter questions herself at the bottom of the screen. But no matter what words she uses to express it, the smart housekeeper is like a stuck shell, politely apologizing over and over again: "Sorry, I can't answer this question, please expand the keyword range, or use other ways to contact our other customer service staff." 」 ”
Play routines: manual customer service, intelligent customer service to draw the ground as a prison
On an online shopping platform, Shi Yonggen found a "daily cash" activity, after clicking, the system prompted Shi Yonggen's "good luck", suddenly drew 499.90 yuan of red envelopes, there is a difference of 1 cent, you can make up enough 500 yuan for withdrawal. The way to make up the whole thing is to let Shi Yonggen transfer the link to the activity to other friends in WeChat. However, it should be noted that the consolidation must be completed within 24 hours. In the course of a day, even after inviting multiple friends and even sending invitations to events from people who did not often contact, Shi Yonggen ultimately failed to make up the 1 cent.
It took a lot of energy, and in the end it was a failure, and Shi Yonggen felt that the intelligent customer service was not deliberately playing a routine.
In addition to the above problems, the elderly may not get a response at all when consulting customer service.
Liu Chengliang, associate professor of public administration at Soochow University, believes that to provide public services for the elderly, we cannot blindly pursue technological advancement and ignore the characteristics of service objects. (Some of the parties' names are pseudonyms)
(From the Happy Old Man Newspaper)
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Source: Tonight's newspaper