criss_crossMar 20

HP realizes that mandatory 15-minute support call wait times isn’t good support

https://lemmy.world/post/44521973

HP realizes that mandatory 15-minute support call wait times isn’t good support - Lemmy.World

> In an odd approach to trying to improve customer tech support, HP allegedly implemented mandatory, 15-minute wait times for people calling the vendor for help with their computers and printers in certain geographies. > Callers from the United Kingdom, France, Germany, Ireland, and Italy were met with the forced holding periods, The Register [https://www.theregister.com/2025/02/20/hp_deliberately_adds_15_minutes/] reported on Thursday. The publication cited internal communications it saw from February 18 that reportedly said the wait times aimed to “influence customers to increase their adoption of digital self-solve, as a faster way to address their support question. This involves inserting a message of high call volumes, to expect a delay in connecting to an agent and offering digital self-solve solutions as an alternative.”

Show threadBoomer Humor DoomergodMar 20

Having run a couple support teams, I get where they’re coming from with the wait time.

Every minute my team wasn’t spending helping customers was spent updating the knowledge base. We invested a ton of effort into it, and 90% of the tickets were answerable in the first interaction with a simple search.

But getting people to actually read the docs was impossible. And maybe if we made them wait they’d get frustrated

But that’s not very nice to your customers or the agents.

Show threadSeductiveTortoiseMar 20

How could you tell that people were not reading the knowledge base? They probably didn’t need to call if they did, so maybe you reduced the volume by 50%. I get what you are trying to say, but if they make me wait 15 minutes just because, I’m going to be pissed once I reach someone. Then the person who doesn’t deserve my bad temper will feel it and I will never buy hardware from you again.

And I’m saying that despite having worked at customer support for years, writing knowledge-base entries and developing the system we used to store it.

Show threadBoomer Humor DoomergodMar 20
Thankfully we didn’t take phone calls. And I knew they weren’t reading the KB because we’d reply with a link to the KB and they’d be happy.
Show threadSeductiveTortoise

Yes, but I mean how do you know people didn’t read it.

But getting people to actually read the docs was impossible. And maybe if we made them wait they’d get frustrated

You probably didn’t see the ones reading into it, just the ones that didn’t.

Mar 20 at 8:03pmWeb
Show threadBoomer Humor DoomergodMar 20

The only time the KB really saved was being able to send them a link to the docs that they should have been able to find instead of retyping the response. Which is good because time to first response kept going down as we wrote more articles.

All of the answers were right there and they didn’t see it. And no matter how many articles we added the volume of tickets resolved on the first reply with a KB article didn’t go down. (I know because I tracked this as a KPI for a while until it became obvious it wasn’t budging.)

My only conclusion from this is that there is a segment of people who will always ask someone for help rather than take initiative.

Show threadGreyEyedGhostMar 21

What he is saying is, while a lot of the phone calls you got were answered with the KB, this doesn’t reflect the people who didn’t call because they used the KB. For that, you would need to track total sales, new customer intake, volume over time, etc. It’s quite possible you could have customers who got a KB reply from your support staff in a timely manner and decided if it was that easy for you to get an answer to them, it would be worth it for them to try it before calling next time.

Of course, the reality is quite likely that the main users of the knowledge base you built was the support team, which still isn’t a loss.

Show threadSeductiveTortoiseMar 21

Thanks 💖

I was too tired to come back yesterday.

Show threadBoomer Humor DoomergodMar 21
Oh, totally. Having a KB full of ready made answers reduced response times and increased customer satistfaction