HP launched a new policy in which they added 15 minutes to the wait time of their customer support calls. This policy was made so that people get into the habit of finding solutions to their problems online and use self-service more. HP said that this is a way to encourage people to use online self-solve tools.
What was this policy?
HP decided that people who are asking for help on customer support call will have to wait for 15 minutes extra. Its main purpose was that people find solutions to their problems online themselves and use HP’s online support tools. The company believed that if people wait for a while, they will probably try to find a solution to their problem themselves and there will be no need to call.
People’s reaction to the policy
As soon as this policy was made public, people gave a very negative reaction to it. People said that the waiting time on customer support is already very long and adding another 15 minutes to it is just troubling people. Many people criticized HP on social media for this decision.
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HP’s decision to take back its decision
When HP realized that people are not happy with this policy at all and it is getting a lot of coverage in the media, they quickly took back their policy. The company said that their aim was only to encourage people to use self-solve tools and not to trouble them.
Importance of Self-Service Tools
Today, many companies provide self-service tools on their websites and apps so that people can find solutions to their small problems themselves. This not only saves time but also reduces the workload on customer support teams. But this does not mean that people’s problems should be ignored or they should not be helped.
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Conclusion
This policy of HP came with a good thought but the implementation was a bit wrong. Encouraging digital adoption is a good thing but not by harassing the customers. Companies should understand the problems of their customers and give them the best possible service without making them wait unnecessarily.
It is hoped that HP and other companies will make their policies keeping in mind the convenience of their customers so that everyone can get the best service.
