Thoughts on Service Design-Customer Service
Should know upfront…the following might be more like complains than thoughts.
Met with some ID verification drama when registered Wechat Public account these days, so I gotta turn to customer service for help. Called the WeChat service and a bank service, and the experiences are completely different.
Honestly, customer service of Wechat sucks. First of all, you can’t reach manual service unless you select the right service category. I assume…unless the problem can be settled via automated service, no one would waste time dial custom service numbers for help. But the first thing after you get through is to decide which category to pick, only contribute to puzzle when a users in need of manual help.Category then specific manual service, this might be considerate for internal workflow efficiency. But unfortunately, it didn’t turn out that way. “ The service line is busy, you might have to wait for 15 minutes, if you want to queue, please hold on”… Have called 3 times ( 9 am / 11 am / 3 pm ), each time I waited for at least 15min but nothing came up…Needless to say, there was no miracle or angle save me from the unknown holding and unsolved problems.
In contrast, custom service of ICBC is almost heaven. Fast response, patient clerk even though I chose the wrong category. After my description, the service clerk provided specific analysis of the problems I met and detailed instruction on how to solve. When I hung up the phone. A text recording all the solutions the service clerk had mentioned was sent to me ! What a considerate move ! It did avoid drama like solution somehow just slipped one’s mind and make sure the instruction was indeed received by the needed. The follow-up text served as a extension of the customer service, keeping the wholeness of the service cycle and most importantly, make sure your problem is settled.
