The Jeff Pulver Blog: Guest Blog: Facebook, Twitter, Google et al. – You suck at Customer Service!

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February 22, 2010

Guest Blog: Facebook, Twitter, Google et al. – You suck at Customer Service! - Amit Shafir

When Gmail, Facebook, Twitter and others don’t have customers, only users – does it mean that we the users, lose the right to adequate customer service?

Services like Google, Facebook, Twitter, Y!Mail and many others have amassed hundreds of millions of users. We all use these services, and many of us use them for many hours every day. Some of these services have become indispensible to us. HOWEVER, as these are free services and we do not pay for them, in the eyes of the providers we have lost any right to customer service. What do we do when something is not working for us? Who you gonna call?

Remember when we used to complain that we were put on hold for a long time when calling the phone company? Or that the rep that answered the phone had a foreign accent that was difficult to understand?

Well these were the good old days because with the above online services – there is no one to call. When you have a problem it is YOUR problem. And because these services all have a similar approach to us, the users (not customers), we are left with no alternative. If we are locked out from facebook, what are we going to do? Go to Myspace? If we are kicked out of gmail and cannot access our email, what are we to do? Switch email provider? And what about all our gigabytes of emails archived with Google? How do we get access to it?

A few months ago, my son created a gmail account dedicated to his college application processes. All correspondence with the various colleges is done via the email account. He is now in the phase where he is waiting to hear decisions (quite stressful). A few weeks ago, we learned that Google has disabled the account. Btw – it was pure coincidence that we found out – no message from Google to inform us… Not sure what caused it, as it is only used for this sole purpose. For two weeks we have tried to convince Google via its online reporting mechanism (there is no 1-800-GOOGLE…) to no avail.

These services would tell you that it is not possible to provide customer services when they have hundreds of millions of users. I happen to disagree with that assertion, and believe that is mostly a matter of priorities and corporate values. Having had run some businesses that had many millions of users, I know that it IS possible to serve each and every user interaction in a fair and timely manner, if only you decide that this is something important enough for you to do.
It is also possible to provide customer service for a fee. How many of you would be willing to pay to have your issue addressed (not to mention resolved)?

I fear however, that the situation will not change, as these online services have lowered our expectations to the point where we simply accept that as a given that we are mere users, and not customers and thus deserve no customer service.

- - -

Amit Shafrir is currently COO of OurParents. He previously was President of AOL Premium Services, GM of ICQ and other online services.

Tags: Google, Facebook, Customer Service, twitter, Amit Shafrir

Posted by jeff on February 22, 2010 05:05 PM | Permalink

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Posted by: beats headphones at July 20, 2011 08:51 PM