@grajohnt every time I have to chat with Customer service through an app and I get a survey afterwards I take the time to give the actual human being 10 stars but I always write something in the text box asking me what could have been better.
I like to talk about how their chat bot is so awful that it has never been able to help me, that I always have to be transferred to a human, and that the bot is so annoying that I’m usually pissed off by the time I get the human. And that’s not fair to the human. And even though I’m frustrated when I get the human they are always helpful and patient and kind and they always save the sale. I tell them that if I couldn’t chat with a human when I needed to I would stop using their business, I tell them that they will never be able to replace the humans with bots because their bots are not good.
It probably doesn’t help, they probably don’t care, but I want them to have the feedback anyway.