DataWebTect

Recently I tried to call about my credit card balances. Eventhough I look at the websites sometimes the payoff amount might be slightly different. Therefore I decided to call two credit card companies and had two different and interesting experiences.

  First I called HSBC and as usual I got the machine(IVR). Based on my phone number it recognized the account and said that if I am the owner of the credit card ending **** and if so then press 1. It was and I accepted it and immediately it gave me the balance outstanding as of the date including the interest. I got what I wanted and am happy as a clam and disconnected. I liked the interaction crisp, accurate and to the point.

   Second I called Citi Cards and it asked for the account and pin number and then transferred to the call center across the continent. The greetings were good and asked what I was looking for and repeated the same for me. I got what I wanted but the interaction did not end there. He said I had excellent credit and wanted to offer some additional credit. I did not want any of it. But thought was a good way to sell services. Although it left a different taste, overall I would not complain the experience.

  This kind of shows the approach taken by the companies. On the one side the machine is serving the needs but on the other company is using the interactions to sell additional goods.

Tom Kyte blogged about the customer service of USAA. I have many experiences during my vacation during the holidays. Before I started, as I was driving, I wanted to make sure i have my Insurance before I left the city. To my disappointment it was renewed on October and I could not find the proof of insurance in the mail. Then I thought there should be a way and went to their website and created a new account but i could not do much because i was supposed receive an authorization through mail and then my account would be activated. My trip starts next day and I tried to call the customer service and they said that they could not email the proof but would fax the document and that is how i got the problem solved. There could be a reason for not allowing the user to print the proof but it would have been lot simpler and saved the money on the phone call. Now, I admire this particular company and my agent is so good that he sends me a personalized birthday card which I really cherish every year.

Another nice experience was with the hotel room i booked and when i went there my family was not satisfied and then promptly i went to the front desk and requested that we were not happy with the room and would like to vacate the room. I had checked in some 15 minutes ago and the front desk assistant without beating an eye said ‘Not a problem’ and took the keys and said that i would get my money back in my credit card.

On the other hand, you come across situations wherein I was chatting with a Sony rep and he said that I need to contact them through phone to get further support. Then I called the phone number to find out that I need to provide my credit card for a charge of $29 to talk to a human being. What ripoff! I heard that some airline companies are also charging in a similar manner for talking to the human being. I know we are innovating but at the same time are we losing the social interactions and feel better incentives for supporting certain products.  Do you have any such experience to share?