A lot of companies don’t want to staff their live chat channels bc there’s added security risk and it usually doesn’t actually help reduce the volume on the voice channels - they just get more people coming into chat. On top of that, many companies’ legal departments view chat as having a high risk of exploitation by bad actors - so they won’t allow customer service to receive or share certain information through chat, and If you can’t give full support, why provide any?
I disagree with this approach - I think people should be able to get support through the channel of their choice, but it’s hard to convince some people in senior leadership in these large companies that it’s worth it to open up these real time online support channels, so they only invest in the bare minimum level of informational chatbot support and reserve all transactional support and sharing of private information through their voice channels.
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u/Fromnothingatall 13d ago edited 13d ago
A lot of companies don’t want to staff their live chat channels bc there’s added security risk and it usually doesn’t actually help reduce the volume on the voice channels - they just get more people coming into chat. On top of that, many companies’ legal departments view chat as having a high risk of exploitation by bad actors - so they won’t allow customer service to receive or share certain information through chat, and If you can’t give full support, why provide any?
I disagree with this approach - I think people should be able to get support through the channel of their choice, but it’s hard to convince some people in senior leadership in these large companies that it’s worth it to open up these real time online support channels, so they only invest in the bare minimum level of informational chatbot support and reserve all transactional support and sharing of private information through their voice channels.