Sometimes, an oversight in e-mail management can lead to a significant mistake that could change the way your business is perceived by others. When customers reach out to a support line or an online customer services specialist, they expect to reach a professional who the company has approved of itself.
That was not the case with Zynga, the gaming company that directed concerned consumers to contact a support line at a site they didn't actually own. According to Kotaku, the person who did own the site, a man named Eric Mueller, decided to prank the customers calling him by suggesting that they do ridiculous things to counter the various problems they were experiencing, such as posting erroneous messages on Facebook and laying a hockey jersey on an offending keyboard (for Canada Day).
While this may seem like an alarming situation for the consumer, who can be easily led astray by scams and false service representatives, Mueller reportedly did try to contact Zynga's actual customer support team himself to no avail. Eventually, the error was resolved, but it demonstrates the necessity of having verified online customer services to handle incoming claims and ensure that they are addressed by the right people.
Consumers should know that the professionals they are directed to in times of concern are legitimate. As this incident shows, anyone could be responding, and some more trusting customers might not even realize they've been routed to the wrong person. It falls on businesses to take the time necessary to establish strong, tested support networks to make sure this doesn't threaten their professional status.