Bad online customer services measures could thwart the needs of the consumer in question. This is a person who theoretically, anyway, wants to do business with you, and shouldn't be punished for such.
But punishment is perhaps the only term for what a woman named Alice underwent while simply trying to get her application for the Affordable Care Act to function correctly, according to Slate contributor John Dickerson.
Before this woman was even connected with the "representative" who would be helping her through the chat, she was told for 11 minutes to "be patient" over and over again. While it is important to let customers know when there will be a long wait, the solid block of text made by the dozens of messages with the exact same text is enough to make anyone's spirits sink.
As you may expect, the actual conversation proved to be no help either, as whoever was on the other end of the line simply instructed "Alice" to get in touch with the phone help line instead.
The result: nearly 30 minutes of wasted time, with a service that strongly appears to have been automated. The call concluded with no one benefiting, and all it could have taken was just a few minutes of a real person's day.
Your business shouldn't settle for this level of customer negligence and the bad precedent it will inevitably set. Counter the potential roadblocks of customer service with text messaging services and other "chat" centers that cut through repetition, or at the very least, are frank with customers and don't waste their valuable time.