Its hellish even for the poor souls giving the customer service. It’s something that could be so simple but half the time understanding and communication gets lost to either the giver or the receiver then everything just…crumbles.
But, I’ve come across a new demon – Live Chat Support.
At first I thought this feature seemed like a grand idea! Yay, I can type to someone, who [I hope] knows what they’re doing, with properly thought out explanations of my issue and receive proper instruction!
Oh, how that excitement shattered. It felt like I was talking to one of them A.I. bots. I realized a few minutes after talking to the representative that this person not only didn’t give a damn, but was at this point irked by me repeating my issue. It didn’t help that they took 3 – 5 minutes to respond with not-so-helpful responses.
Me: “I know this all is probably just plain and simple but I want to make sure I’m not messing something up.
When I place the image into the customize feature it shows up small.
Then when I stretch it out, it tells me the resolution is low and it’s blurry.”
Support: “Yes, that’s correct.”
#1 I probably should’ve been more specific, took screenshots and sent the images of what I was seeing.
#2 They couldn’t keep up with my typing so their thought process lagged a lot.
Now, I know this person was doing something to figure it all out while I rambled. But, because they kept leaving me hanging and didn’t show any understanding of what my issue was, I started to feel like this person didn’t get what I was saying. They probably did, but it didn’t feel like it.
My husband works in tech support for a call center. I’ve heard what he does to keep the customer calm: Repeat their issue to them to show he understands what’s wrong, tell them that he’ll need a moment to do this or that, and then reassure them that he’s going to figure it out.
I got none of that. I instead got “wait” and “hold on.” I got silence half the time while the message “So-and-so is typing” taunted me. Then they did the process on their own and sent me a proof of the business card. They didn’t tell me a step by step of how they got that perfect looking proof nor explain to me why my original preview of the card looked like crap.
By the way, I had been using the recommended file formats. It kept telling me there was low resolution despite having the correct specs set up on templates they themselves provided me; hence why I got confused and then grew frustrated, which in turn caused my logic to temporarily take a side seat.
Near the end of the rambling (both hers and my own) I realized all I had to do was ignore the stupid warnings it kept giving me and click the damned “Proof” button. That lil’ button sat there at the right end of the customization menu, but my brain didn’t even acknowledge it. I was stuck in the mode of wanting answers.
At the end they explained I could either get the proof myself or have a customer service representative do it for me. I felt like this should’ve been stated from the start. Even though this did not explain why I was getting errors, it made me focus more on the proof button. They could have also emphasized that the preview button is stupid and the proof button is my friend. That alone would’ve calmed me down, made me realize I’m an idiot and would’ve ended the chat ages ago.
Soooo, moral of the story:
Frustration makes me stupid
and customer service gives helper and helpee indigestion.