11/24 – Marketing Automation (Chapter 13)

A personal experience that was improved by information/knowledge was when my computer crashed. I forget which computer it was (either Dell or Gateway), but I initiated the live online customer service and was pleasantly surprised. The support representative knew all about the computer that I had purchased and did not need me to answer questions beforehand. They guided me through the exact menus that my computer displayed and at one point even remotely accessed my computer. It was fast and efficient and greatly improved my attitude toward that company’s customer support.
On the other hand, when I needed support for my cellular phone, AT&T appeared to have no clue what was going on. Once again, I initiated a live chat, but this time the representative did not know what phone I had or what service plan I was currently subscribed to. The interaction was long and I did not even get the answer that I was looking for. If AT&T had provided some sort of information (about the phone or even about my past transactions as customer) to their agent, I might have had a better experience, even if my problem had not been fully resolved.