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#customerservice

5 posts5 participants1 post today
Freezenet<p>Rogers Is Laying Off Hundreds so it Can Replace Them With Bad AI</p><p>AI is not up to the task of replacing humans in their jobs, but Rogers seems to be doing this anyway with apparent layoffs.</p><p><a href="https://www.freezenet.ca/rogers-is-laying-off-hundreds-so-it-can-replace-them-with-bad-ai/" rel="nofollow noopener" target="_blank"><span class="invisible">https://www.</span><span class="ellipsis">freezenet.ca/rogers-is-laying-</span><span class="invisible">off-hundreds-so-it-can-replace-them-with-bad-ai/</span></a></p><p><a href="https://noc.social/tags/Business" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Business</span></a> <a href="https://noc.social/tags/News" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>News</span></a> <a href="https://noc.social/tags/AI" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>AI</span></a> <a href="https://noc.social/tags/CustomerService" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>CustomerService</span></a> <a href="https://noc.social/tags/layoffs" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>layoffs</span></a> <a href="https://noc.social/tags/Rogers" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Rogers</span></a></p>
DJ Toebeans<p>🙋‍♀️ <a href="https://mendeddrum.org/tags/FediHire" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>FediHire</span></a> me, please! Seeking a full-time entry/mid-level <a href="https://mendeddrum.org/tags/remotejob" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>remotejob</span></a>. No sales or collections roles.</p><p>- Location: Raleigh, NC, US<br>- BA in Communication Media<br>- 6+ years self-employed as a transcript <a href="https://mendeddrum.org/tags/proofreader" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>proofreader</span></a><br>- 18+ years in <a href="https://mendeddrum.org/tags/customerservice" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>customerservice</span></a>, including 9 years in AR</p><p>I have an eagle eye for detail 🔍, can learn new procedures and software quickly, and excel 😉 at building and using <a href="https://mendeddrum.org/tags/spreadsheets" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>spreadsheets</span></a>.</p><p>Boosts appreciated! 🙏</p><p> <a href="https://mendeddrum.org/tags/FediJobs" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>FediJobs</span></a> <a href="https://mendeddrum.org/tags/GetFediHired" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>GetFediHired</span></a> <a href="https://mendeddrum.org/tags/Jobs" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Jobs</span></a> <a href="https://mendeddrum.org/tags/JobSearch" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>JobSearch</span></a> <a href="https://mendeddrum.org/tags/RemoteJobs" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>RemoteJobs</span></a> <a href="https://mendeddrum.org/tags/OpenToWork" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>OpenToWork</span></a></p>
royal<p>Wow! Broken screen on my phone. Mint Mobile customer support made the eSim transfer process super simple. 100% recommend you don't break your phone. If you do, Mint Mobile makes it easy.<br><a href="https://theres.life/tags/mintMobile" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>mintMobile</span></a> <a href="https://theres.life/tags/mobilePhones" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>mobilePhones</span></a> <a href="https://theres.life/tags/cellPhones" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>cellPhones</span></a> <a href="https://theres.life/tags/customerService" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>customerService</span></a> <a href="https://theres.life/tags/kudos" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>kudos</span></a></p>
ResearchBuzz: Firehose<p>The Conversation: Chatbots are on the rise, but customers still trust human agents more. “Despite the enthusiasm on the business side for chatbots, customers are far less convinced. A recent survey found that 71 per cent of customers prefer interacting with a human agent rather than a chatbot. Sixty per cent of customers also report that chatbots often fail to understand their issue.”</p><p><a href="https://rbfirehose.com/2025/07/10/the-conversation-chatbots-are-on-the-rise-but-customers-still-trust-human-agents-more/" class="" rel="nofollow noopener" target="_blank">https://rbfirehose.com/2025/07/10/the-conversation-chatbots-are-on-the-rise-but-customers-still-trust-human-agents-more/</a></p>
Michael Martinez :verified:<p>When you discover that your client put a form on a Website and hasn't been filtering or monitoring it, and you have to delete 2000+ spam messages ...</p><p><a href="https://c.im/tags/seo" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>seo</span></a> <a href="https://c.im/tags/webmarketing" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>webmarketing</span></a> <a href="https://c.im/tags/consulting" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>consulting</span></a> <a href="https://c.im/tags/customerservice" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>customerservice</span></a></p>
PrivacyDigest<p>That Dropped Call With <a href="https://mas.to/tags/CustomerService" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>CustomerService</span></a> ? It Was on Purpose. - The Atlantic </p><p>Endless wait times and excessive procedural fuss—it’s all part of a tactic called “sludge.”<br><a href="https://mas.to/tags/scam" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>scam</span></a> <a href="https://mas.to/tags/telecom" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>telecom</span></a> <a href="https://mas.to/tags/sludge" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>sludge</span></a></p><p><a href="https://www.theatlantic.com/ideas/archive/2025/06/customer-service-sludge/683340/" rel="nofollow noopener" translate="no" target="_blank"><span class="invisible">https://www.</span><span class="ellipsis">theatlantic.com/ideas/archive/</span><span class="invisible">2025/06/customer-service-sludge/683340/</span></a></p>
Benjamin Carr, Ph.D. 👨🏻‍💻🧬<p>Dropped Call With <a href="https://hachyderm.io/tags/CustomerService" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>CustomerService</span></a>? It Was on Purpose.<br>Endless wait and excessive procedural fuss—it’s part of a tactic called “sludge.” <br>There was a time when happiness of customers was sacred metric. CEOs saw long arc of loyalty as essential to company’s success. That arc has snapped. Everyone still claims to value customer service, but as CEO tenure has shortened, executives have become more focused on delivering quick returns to <a href="https://hachyderm.io/tags/shareholders" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>shareholders</span></a>. <br><a href="https://www.theatlantic.com/ideas/archive/2025/06/customer-service-sludge/683340/" rel="nofollow noopener" translate="no" target="_blank"><span class="invisible">https://www.</span><span class="ellipsis">theatlantic.com/ideas/archive/</span><span class="invisible">2025/06/customer-service-sludge/683340/</span></a><br><a href="https://archive.ph/pjFam" rel="nofollow noopener" translate="no" target="_blank"><span class="invisible">https://</span><span class="">archive.ph/pjFam</span><span class="invisible"></span></a></p>
Loki the Cat<p>Plot twist: Your customer service hell wasn't an accident—it was engineered! Companies call it "sludge"—weaponized waiting designed to make you give up on refunds. Toyota paid $60M for setting up dead-end hotlines. Imagine getting fined for being TOO good at being terrible! 🎭</p><p><a href="https://it.slashdot.org/story/25/06/30/163250/that-dropped-call-with-customer-service-it-was-on-purpose" rel="nofollow noopener" translate="no" target="_blank"><span class="invisible">https://</span><span class="ellipsis">it.slashdot.org/story/25/06/30</span><span class="invisible">/163250/that-dropped-call-with-customer-service-it-was-on-purpose</span></a></p><p><a href="https://toot.community/tags/CustomerService" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>CustomerService</span></a> <a href="https://toot.community/tags/Toyota" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Toyota</span></a> <a href="https://toot.community/tags/Sludge" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Sludge</span></a></p>
PPC Land<p>Salesforce study reveals enterprise AI agents fail 65% of multiturn tasks: New benchmark shows significant gaps between current LLM capabilities and real-world business demands across customer service, sales and pricing scenarios. <a href="https://ppc.land/salesforce-study-reveals-enterprise-ai-agents-fail-65-of-multiturn-tasks/" rel="nofollow noopener" translate="no" target="_blank"><span class="invisible">https://</span><span class="ellipsis">ppc.land/salesforce-study-reve</span><span class="invisible">als-enterprise-ai-agents-fail-65-of-multiturn-tasks/</span></a> <a href="https://mastodon.social/tags/Salesforce" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Salesforce</span></a> <a href="https://mastodon.social/tags/AI" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>AI</span></a> <a href="https://mastodon.social/tags/EnterpriseAI" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>EnterpriseAI</span></a> <a href="https://mastodon.social/tags/LLM" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>LLM</span></a> <a href="https://mastodon.social/tags/CustomerService" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>CustomerService</span></a></p>
Chris Smart, ve3rwj<p>Latest short <a href="https://mastodon.radio/tags/video" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>video</span></a> from PivotToAI on <a href="https://mastodon.radio/tags/Youtube" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Youtube</span></a>:<br><a href="https://mastodon.radio/tags/Verizon" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Verizon</span></a>’s new <a href="https://mastodon.radio/tags/AI" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>AI</span></a> <a href="https://mastodon.radio/tags/chatbot" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>chatbot</span></a> — customer disservice<br><a href="https://www.youtube.com/watch?v=EGeDLdr-jgs" rel="nofollow noopener" translate="no" target="_blank"><span class="invisible">https://www.</span><span class="ellipsis">youtube.com/watch?v=EGeDLdr-jg</span><span class="invisible">s</span></a><br><a href="https://mastodon.radio/tags/CustomerService" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>CustomerService</span></a></p>
J Wolfgang Goerlich<p>Them: "In order to make this change, I need to verify you. I'll do this with a one-time text." </p><p>Me: Sure.</p><p>Them: "We have no phone number on file."</p><p>Me: ... </p><p>Them: "Not to worry. I'll update your account. What number would you like to use?"</p><p><a href="https://infosec.exchange/tags/CustomerService" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>CustomerService</span></a> &gt; <a href="https://infosec.exchange/tags/Security" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Security</span></a></p>
Danny Boling ☮️<p>Hey, <a href="https://mstdn.social/tags/US" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>US</span></a> <a href="https://mstdn.social/tags/gas" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>gas</span></a> and <a href="https://mstdn.social/tags/fuel" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>fuel</span></a> stations! Either put some fucking paper in your pumps or stop fucking asking me if I want a receipt! One or the other goddammit! I swear it's like this every place I go! 😡 :fuck_face: </p><p><a href="https://mstdn.social/tags/YouSuck" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>YouSuck</span></a> <a href="https://mstdn.social/tags/DoYourJob" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>DoYourJob</span></a> <a href="https://mstdn.social/tags/GasStation" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>GasStation</span></a> <a href="https://mstdn.social/tags/CustomerService" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>CustomerService</span></a> <a href="https://mstdn.social/tags/IAmDB" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>IAmDB</span></a></p>
Milcom Miasma<p>Corporate dissonance.</p><p>[Scene:] <br>A conference room.</p><p>[Presenter:] "We've launched what we think is an exciting new way to engage our existing customer base." </p><p>"We'll use emails to drown them in marketing flyers and requests for feedback whilst making it completely impossible to communicate with an actual person who works here."</p><p>* - I've just received a third request for feedback on a product I've completed two previous satisfaction surveys on.</p><p><a href="https://mastodon.sdf.org/tags/CustomerService" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>CustomerService</span></a><br><a href="https://mastodon.sdf.org/tags/OldPeopleOfMastodon" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>OldPeopleOfMastodon</span></a></p>
Coach Spore Diesel<p>Welp, I just got notified my last day is Friday. Now looking for a new <a href="https://spore.social/tags/remote" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>remote</span></a> in US role in <a href="https://spore.social/tags/TechSupport" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>TechSupport</span></a> <a href="https://spore.social/tags/CustomerService" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>CustomerService</span></a> <a href="https://spore.social/tags/EnterpriseSupport" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>EnterpriseSupport</span></a> or related roles. Front line or leadership roles, I'm great in both. I've managed more than 60 direct reports at a time with excellent results. Dependability is my brand. Assign it and forget it. It will happen on time, under budget, exceeding expectations on quality. Highly skilled at de-escalation and knowledge management. <a href="https://spore.social/tags/FediHire" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>FediHire</span></a> <a href="https://spore.social/tags/GetFediHired" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>GetFediHired</span></a></p>
Lorry<p>The <a href="https://infosec.exchange/tags/Automattic" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Automattic</span></a> Customer Service (sorry "Customer Happiness") team are quite nice to deal with, at least the ones at Pocket Casts. I didn't quite get what I needed, but that was more my fault for being riddled with ADHD and chronic forgetfulness than theirs.</p><p>They came to a good compromise though.</p><p>I feel I should probably call out good CS when I see it rather than just whining about the bad :D</p><p><a href="https://infosec.exchange/tags/CustomerService" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>CustomerService</span></a> <a href="https://infosec.exchange/tags/PocketCasts" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>PocketCasts</span></a> <a href="https://infosec.exchange/tags/Podcast" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Podcast</span></a> <a href="https://infosec.exchange/tags/Android" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Android</span></a> <a href="https://infosec.exchange/tags/ADHD" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>ADHD</span></a></p>
Jonathan Kamens 86 47<p>Here's a really good <a href="https://federate.social/tags/customerService" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>customerService</span></a> experience to balance the bad ones I often post about here…<br>Yesterday I had to call <a href="https://federate.social/tags/Amica" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Amica</span></a> to get my old motorcycle removed from my policy, my new one added, and an insurance binder sent to the dealership to provide to the bank that gave me the loan for the bike.<br>The Amica representative I dealt with was FABULOUS. She was helpful, friendly, and obviously extremely competent. We got everything done in record time. It was a pleasure dealing with her.</p>
Europe Says<p><a href="https://www.europesays.com/2121590/" rel="nofollow noopener" translate="no" target="_blank"><span class="invisible">https://www.</span><span class="">europesays.com/2121590/</span><span class="invisible"></span></a> Japan’s Watami to open training centre in Bangladesh <a href="https://pubeurope.com/tags/Bangladesh" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Bangladesh</span></a> <a href="https://pubeurope.com/tags/CustomerService" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>CustomerService</span></a> <a href="https://pubeurope.com/tags/japan" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>japan</span></a> <a href="https://pubeurope.com/tags/SkilledWorker" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>SkilledWorker</span></a> <a href="https://pubeurope.com/tags/TrainingCentre" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>TrainingCentre</span></a> <a href="https://pubeurope.com/tags/Watami" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Watami</span></a></p>
☮ ♥ ♬ 🧑‍💻<p>“Telstra is expecting to shrink its <a href="https://ioc.exchange/tags/workforce" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>workforce</span></a> by 2030 with “AI <a href="https://ioc.exchange/tags/efficiencies" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>efficiencies</span></a>” potentially coming through <a href="https://ioc.exchange/tags/CustomerService" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>CustomerService</span></a>, software development and the use of autonomous <a href="https://ioc.exchange/tags/AIAgents" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>AIAgents</span></a>, the company has told investors on Tuesday.</p><p>The telco’s chief executive, <a href="https://ioc.exchange/tags/VickiBrady" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>VickiBrady</span></a>, told the <a href="https://ioc.exchange/tags/Telstra" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Telstra</span></a>’s annual <a href="https://ioc.exchange/tags/InvestorDay" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>InvestorDay</span></a> on Tuesday that <a href="https://ioc.exchange/tags/ArtificialIntelligence" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>ArtificialIntelligence</span></a> “will be a significant unlock when it comes to enabling our <a href="https://ioc.exchange/tags/workforce" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>workforce</span></a>”.</p><p>“We will embrace AI, as every business will need to, and we expect the pace of change over the next five years to be extraordinary,”</p><p>…</p><p>“Ackland said the more than $1bn of capital <a href="https://ioc.exchange/tags/expenditure" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>expenditure</span></a> and operating expenditure on <a href="https://ioc.exchange/tags/software" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>software</span></a> <a href="https://ioc.exchange/tags/development" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>development</span></a> and <a href="https://ioc.exchange/tags/IT" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>IT</span></a> was another area <a href="https://ioc.exchange/tags/AI" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>AI</span></a> “has the potential to fundamentally change how this is done”.</p><p>Look who’s been consulting the economic tea-leaves. Will Vicki and her team be sacked if/when the plan fails? </p><p>Of course not. </p><p><a href="https://ioc.exchange/tags/WhiteCollar" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>WhiteCollar</span></a> / <a href="https://ioc.exchange/tags/sackings" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>sackings</span></a> / <a href="https://ioc.exchange/tags/australia" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>australia</span></a> &lt;<a href="https://theguardian.com/business/2025/may/27/telstra-ai-job-cuts-investors-workforce" rel="nofollow noopener" translate="no" target="_blank"><span class="invisible">https://</span><span class="ellipsis">theguardian.com/business/2025/</span><span class="invisible">may/27/telstra-ai-job-cuts-investors-workforce</span></a>&gt;</p>
JL Johnson :veri_mast:<p>I ordered [another :amariokartluigi:] Ryobi tool from Home Depot with Wednesday delivery, which I was OK with.<br> <br>HD and FedEx got SUPER excited and contacted me multiple times to let me know it would come a day early. Wee! </p><p>Then the damn thing didn't show up, and now it's back on for today. </p><p>What a miserable, and totally unnecessary experience.</p><p><a href="https://vmst.io/tags/CustomerService" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>CustomerService</span></a> <a href="https://vmst.io/tags/HomeDepot" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>HomeDepot</span></a> <a href="https://vmst.io/tags/FedEx" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>FedEx</span></a> <a href="https://vmst.io/tags/Ryobi" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>Ryobi</span></a></p>
Jonathan Kamens 86 47<p>Today <a href="https://federate.social/tags/USAA" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>USAA</span></a> notified me that they finally opened the credit card dispute I had requested, after I requested it three times, the third time in a letter to the CEO.<br>Unfortunately, they got it wrong, again. My letter clearly said I only wanted to dispute part of the charge, but they opened a dispute for the whole charge.<br>I have just sent them a fourth letter pointed out the error and asking them (again) to handle this properly.<br><a href="https://federate.social/tags/smdh" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>smdh</span></a> <a href="https://federate.social/tags/customerService" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>customerService</span></a> <a href="https://federate.social/tags/fail" class="mention hashtag" rel="nofollow noopener" target="_blank">#<span>fail</span></a></p>
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