Since the last 10 years you can hardly call a company, buy a ticket, do your taxes, or anything else without doing most of the work yourself. http://www.livesimplicity.com/topics/do-self-service-options-help-you 2006-12-06T03:42:03Z Simpler http://www.livesimplicity.com/users/simpler http://www.livesimplicity.com/topics/do-self-service-options-help-you#comment1 2006-09-13T19:03:05Z sorenpommer http://www.livesimplicity.com/users/sorenpommer The beginning of the end was when they took the simplest service of all and put a machine in. Lewis Black, Comedian http://www.livesimplicity.com/topics/do-self-service-options-help-you#comment2 2006-09-18T16:07:50Z JBonnin http://www.livesimplicity.com/users/jbonnin It is fondamental to be able to reach a real person. What happens more often though is that we are handled from operator to operator who know nothing and just tell us that our claims are being sorted! http://www.livesimplicity.com/topics/do-self-service-options-help-you#comment3 2006-09-19T04:19:47Z FrankNfurter http://www.livesimplicity.com/users/franknfurter A real person has the ability to react to a situation instantly and so can overcome any potential mishaps that do occur. Keeping me reassured and calm is something a machine can't do. http://www.livesimplicity.com/topics/do-self-service-options-help-you#comment4 2006-09-20T12:12:29Z Roadmeister http://www.livesimplicity.com/users/roadmeister Absolutely, a well thought through and structured self-service system including FAQs is extremely helpfull. My second option would be to go to a user forum, as there is mostly somebody who has been hunting for the same information. I guess I just do not like being put on hold so a helpdesk (mostly the first part of that name is not deserved) is really a last resort option. http://www.livesimplicity.com/topics/do-self-service-options-help-you#comment5 2006-09-26T19:14:01Z donnam http://www.livesimplicity.com/users/donnam I don't tend to like having to talk to a customer service person on the phone. Too often they are not helpful and in some cases, downright rude and unpleasant. I would much prefer to book an appointment online if I can, or do banking transactions online when I can. To me, speaking to a representative is usually the option of last resort, when I can simply and easily log on to a website, do what I need to do and not have to be irritated in the process. http://www.livesimplicity.com/topics/do-self-service-options-help-you#comment6 2006-09-29T09:17:38Z itssimple http://www.livesimplicity.com/users/itssimple I think self help options, if done correctly, can be truly more helpful than speaking to a person. The odds are that if you have an issue, someone else has also probably already had the same issue. In these cases, an FAQ should be sufficient and would also save a company money on a call center. http://www.livesimplicity.com/topics/do-self-service-options-help-you#comment7 2006-10-01T05:44:30Z AstridF http://www.livesimplicity.com/users/astridf I don't mind doing part of the work myself, but I get really upset when I can get through to any support when the system fails. http://www.livesimplicity.com/topics/do-self-service-options-help-you#comment8 2006-10-01T07:11:22Z idesign http://www.livesimplicity.com/users/idesign It would be nice if a machine could interpret your problem and spit out a good solution or at least other options that will help you find answers. The truth is people are much better at interpreting other peoples needs, or i should say communicating a more efficient way, than any machine could. http://www.livesimplicity.com/topics/do-self-service-options-help-you#comment9 2006-10-02T06:27:12Z markkev74 http://www.livesimplicity.com/users/markkev74 I like self-service options, however, it is my understanding that companies save large amounts of money by having customers service themselves - very few of them share those savings with their customers http://www.livesimplicity.com/topics/do-self-service-options-help-you#comment10 2006-10-02T09:05:24Z ssp http://www.livesimplicity.com/users/ssp I hate automated call menus and call centres where the people on $5 per hour on the other end have no interest in anything apart from going home. If I sat in a grey cube all day I would do the same too. However, this is absolutely not the way to deal with customers. I personally do not buy any large ticket item until I phone the customer support number for that product. I look for two things: 1) How long does it take before I talk to a human being? If it's a long time they will never get a purchase from me. 2) Is the customer support number toll-free? If a company wants me to stay on hold then they better be willing to pay for my time. That's when you know whether the price being charged for the product is worth it. http://www.livesimplicity.com/topics/do-self-service-options-help-you#expert-conclusion 2006-12-06T03:42:03Z Most consumer regard automated customer service as a useful tool although it still needs further refinement in most cases. Either telephone or online based automated customer service can provide support 24 hours a day, 7 days a week and can be of great help when trying to resolve minor issues. However, many feel that at times automated service is not enough. It's important to also have a person to talk to in certain situations. A real customer service representative has the ability to react to a situation and give you a sense of reassurance that your problem will be solved.