Give feedback in these 2 articles

article 1

I work in IT support, and one of the key considerations I look for in the products I use is the customer service. I will absolutely use an inferior product with better support because it still decreases downtime for users and the amount of time I waste on the devices. Dell is a good balance of both. I wouldn't say the products never fail; in a 260 user environment they fail fairly regularly, but the support options are great. I could call support, but I typically use their chat option. I can chat with a representative and I have usually done enough troubleshooting before hand to know the diagnosis already. In a matter of minutes I can provide the representative with my findings and they will either agree or ask me to try one more step for diagnosis. It takes just a few minutes before I have a replacement part and technician dispatched to fix my user's device, and the whole time I can be working on other things and still answering the phone for my users.

Sometimes attempts to incorporate technology into customer service do more harm than good. My water bill can be paid online, but the system they use is basic and more frustrating than it is worth. The first issue is that the email for the due payment comes from the administrator's email address and is poorly titles, so it is difficult to find it if you don't remember her name. The system also has no auto pay option, so you have to pay it manually each month. Rather than paying automatically you are stuck trying to find the email every time, and it would almost be easier to just do it by phone or by mail.

article 2

I am a member/subscriber of Amazon - one of the largest e-commerce companies on the world. They have an excellent customer service - whereas you contact them via message/live chat or call their number. This big and successful company by default has a good customer service and lately they're using AI (artificial intelligence) based system to improve their service. This system is using data that the customer provides and identifies the customers' needs. Analyzing this data, the program connects to the customer service representative and provide them with the background information. Once the representative starts conversation with the customer - the both parties are already familiar with the basics of the issue. Recently, my Amazon subscription expired and since I have changed my bank account, they couldn't bill me for the renewal. I solved my issue so quickly - via chat. I contacted their customer service, decide to use chat and updated my billing info. I got my subscription renewed very quick and with no hassle. I understand that Amazon has all the resources and money to create an excellent customer service but there is also the technology factor - without the technology, the company wouldn't probably existed. This is just an example of how the technology could be used (if needed - on a smaller scale) to improve and enchant the customer service.

The advanced technology sometimes can fail us. I was shopping at the grocery store and went through self check out. I payed the bill with my debit card, typed my pin code, took the bill and left. After a couple of days, randomly checking the transactions on my debit card - I have noticed that my card had been used in California paying some minor bills. That was so strange - I called the my bank and reassured them that it wasn't me who used my card. I still had my card with me and I was in Denver at the time of the transactions. It seemed that the payment card reader was hacked (the other device was attached to the original card reader) and that my debit card "identity" was stolen. The bank blocked my debit card and issued me another and I got my money spent in California back. This story about the issues with the payment cards readers was in the news and it happened in one of the Safeway grocery stores. This time the technology, that supposed to be enchanting the customer service, failed.