captain11's profile
Captain

Captain

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4.7K Messages

Thu, Jul 22, 2021 3:05 PM

Customer Ability to Request Callbacks

To Simplisafe Mgt:

With current hold times what they are and no apparent improvement (gee, general hold times posted on the website would help), things appear not to be turning around quickly.  Want to benefit your coustmoers and associates? Time to step up and have your Gucci new phone system  provide estimated hold times and the ability of the customer to request a call back when their turn comes up in line.

Yes, I have been told by SS this won't help as it doesn't increase the number of agents, which is true, but it gives the customer the option to get a callback in
x time (say one hour for example) while they can go on with their lives, whether that be playing with the kids, sleeping, watching TV, etc......

This needs to be done now. Spending millions in VA may, eventually, give customers and your associates some relief, but you cannot hire your way out this. Having worked for a medical device company facing overhwelming inbound support calls, better online tools in the CRC, better call management and better training was the only way to overturn the tide.  

One of my favorite quotes of all time seems to apply here:  

The definition of insanity is doing the same thing over and over again and expecting a different result.

Advocate

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108 Messages

1 y ago

The insurance company I work for (that also has a large customer service department) has seen positive feedback from an online chat feature.  It could be that SS employs customer service for online chat to try and correct issues quickly, but if needed could insert you into a line to receive a call back from a representative to try and talk it through.  It's possible that a customer service representative could handle multiple chats, but that's not possible with a phone call.   Even starting with an automated bot to handle basic troubleshooting steps before handing it over to a live person.  There seem to be plenty of ideas employed by other companies in various industries that could benefit SS.  Time to do some benchmarking and get those ideas implemented.
I agree a call back feature would work wonders to ease customer aggravation.   Nobody wants to be stuck to a phone for any length of time.

Captain

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4.7K Messages

1 y ago

@SS Customers, Just wanted to add to this thread that by chance you do have a Google Pixel phone, suggest you use the new "Google Assistant Hold for Me" feature.  This great little tool is still in beta but, in essence, does what I described in my first post above.  Once you call Simplisafe and get the elevator music on hold, just click the "Hold for me" button and Google Assistant will actively listen for a live agent while you put  your phone on speaker and do something else.

While it won't get you a support agent any quicker it will make the time passing much more quickly and productively.

And a shout out to all of the Simplisafe agents, thank you for your dedication and support.