Customer support: how do you prefer?

Question

5 years ago, I had a few months of experience in a customer support role at a large tech corporation, working over the phone. There were super strict rules that you had to follow: no small talk, no jokes, just do your job and move on to the next client. That approach really frustrated me because I felt like I was acting like an AI (which wasn't really a thing back then 😄).

Now, as I work with paid media, I often communicate with the Meta support team. Sometimes it's really frustrating when you just want to ask why your payment didn't go through, but they start with a super mega friendly talk that makes the call much longer than necessary.

So, here I've shared two extremes from my experience, but I'd like to know what you prefer. Do you like a more formal approach, or do you appreciate a more human feeling in customer support interactions?

Maurizio Isendoorn · Accepted Answer

I’d say that someone can help you quickly and efficiently, while sometimes joking in between. It can just be a few words that already makes the customer smile.

Btw we are building an AI phone agent, and maybe we can create an agent template that is also funny😂. You can sign up at ringly.io

Ruben Boonzaaijer · Answer

@maurizioisendoorn Nothing more to say

Michael Shver · Answer

There must be a middle ground, not gonna lie, both options you've described don't seem so good! All this friendly talk doesn't sound as friendly when it just takes your time instead of solving your problem. But when every step is 100% formal, you can feel like your support agent doesn't care at all, so the company doesn't really care either 😅

The best option is when the customer support agents are trained well enough to actually help you as fast as they can, and are also adept at understanding the client's mood for potential supportive comments or light-hearted jokes that fit the conversation.

Perhaps it doesn't happen like this because some companies prefer to control every word, thinking that this way they prevent communication mistakes, especially if people don't see their customer support position as one to stay in for a long time.

Ruben Boonzaaijer · Answer

@michaelshver I agree, I think AI will replace the boring tasks, while humans will continue to solve the bigger issues. However, I think AI will take over more of those tasks in the future as well.

André J · Answer

I can't wait until chatbots can have more autonomy and solve real customer support issues. For now they are limited to FAQ stuff. Which you can easily find your self. Usually the first thing I do is ask for a human 😂

André J · Answer

@sakozzy I would even go so far if there was a choice I would even pay for the human service in some cases. Id pay more if they could help me successfully.

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Daniel Burns · Answer

Hm, I'd prefer the middle ground but that is highly dependent on the problem I want to solve.
Sometimes I am in rush seeking for an answer so I would like to get the solution to my problem as soon as possible. However, that doesn't mean that I'd like to have a very cold, direct answer. 
Rather, if it's possible, I'd prefer to have a prompt and effective solution from someone who is friendly and I can have a pleasant conversation with while the problem is getting resolved.

Domas Sakavickas · Answer

@michaelshver the way they described why we need to be formal in that customer support position was that the company wanted to treat every customer the same. They wanted customers to get the same approach any time they called, doesn't matter which specialist helping at that time

Ruben Boonzaaijer · Answer

@stain Isn't this exactly what AI chatbots do for you, they look for information instead o you having to to the work

Ruben Boonzaaijer · Answer

@sentry_co depends how the bots are trained, when trained properly they can do more than just FAQ's

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Customer support: how do you prefer?

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