As customer complaint gurus, we are often asked by colleagues, friends and family the best way to contact businesses to resolve their complaints. And we have noticed an ever increasing trend that businesses are hiding their contact numbers in lieu of other methods including social media, email and online forms. The reasons for this are many including the fact:
- It is more cost effective from a resource and management point of view
- It means customers need to actively engage with the business that at times is in the public domain (ie. shows the business can respond to customer complaints)
- It takes some effort from the customer to engage in (ie. stops some customers from pursuing the complaint)
But what about vulnerable, older or less technological savvy customers who do not have access to or use the above methods? What happens to them? Obviously they are in a particularly bad and unfair situation and it’s through companies such as Vent2Me that we hope to bridge this gap between organisations and customers.
If you don’t believe that organisations are actively engaging in the above strategies – below are a few examples of organisations/brands who actively hide their contact details:
Example 1: Kogan Australia
Example 3: Ticketek
Kogan and Ambi Pur do not provide any contact details, unless you contact the organisation/brand first through other avenus. Ticketek does provide a contact number, but requires logging into the site. Which is extremely time consuming and frustrating, so much so, that customers have used tools such as Yahoo Answers! to find it out.
So want to be known for providing excellent customer service? Ensure you have adequate telephone support for handling customer complaints! Because don’t forget consumers prefer to resolve their customers service issues using the telephone (90%) as their preferred method, then via face to face (75%) and then through a company’s website or via email (67%).
Until next time,
Cents and Sensibility
Julia Taine, Executive Director of Vent2Me, is a marketing problem solver and mentor. A mover and a shaker, Julia sees a niche in an industry, and takes it, by making it her own. Julia started Vent2Me, because people she knew were struggling with their online presence and their digital strategies. Julia knew she could help these people, and so here she is today.