WordPress .com needs to improve their user experience journey!
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Every time I need to solve a problem related to a billing issue, customer service is unable to resolve it and transfers the problem to the billing department. That requires emails and wait…
Many times it is something really trivial like there is a problem with one of my credit cards and my payments are blocked, so I need to talk to the billing department to have it unblocked.
This is really painful as it could be something easily solved by the customer service.You need to improve the user experience journey and have a single flow to resolve most issues. It is not really a good experience to have to talk to many departments to solve a problem. The structure of your company should not be connected to your user experience journey!. There must be a single flow that solves everything!
Imagine that I go to the bathroom and after I poop I realize that there is no toilet paper. I need to cross the whole company to get a roll of toilet paper.
Well… this is how your customers feel (including myself) when you force us to go through your different departments to solve a problem.
Please harmonize your user experience journey!The blog I need help with is: (visible only to logged in users)
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Finally, when the customer experience is rated as “Not good”‘ you don’t allow customers to write any text at all to explain the rate.
How do you know what is happening? How can you call this feedback if you don’t know why it is? Is this really feedback? -
Hi there,
I understand it’s not an ideal experience, but with these issues the focus is on preventing credit card fraud, so these issues are only handled by experts who have been trained in the relevant policies and processes, and who have passed the background checks required to have access to customer billing information. So they are not issues that can be solved by any member of our support team.
When you leave a feedback rating on a support interaction there should be a text box where you can add comments. If you don’t see that, it’s possible your browser is not loading the feedback form in full. But you can also just reply to the feedback request email directly to send your feedback.
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Let me tell you that there is an important difference here, I imagine the user experience journey as the steps and interactions that occur with a customer in order to satisfy him or her so that a continuous flow is created.
As you mentioned, your company imagines this as a group of interactions with the roles of the organization in order to solve a problem. The issue here is that this idea does not help build a modern flow.
For example, the moment a client has a problem (such as something related to payments), that flow needs to be broken as the client has to talk to another department in the organization, probably by sending emails to someone else.
When a good user experience journey is designed, the customer is able to interact and resolve the problem in the same flow, even if different people have to interact on that call or chat.
What you propose is a geocentric model, where the company is at the center of the universe, and when a customer has a problem, she has to walk through the different areas or roles of the company.
I propose instead that you build a heliocentric model. This means that your company redesigns the user experience and creates a flow by placing the customer at the center of the universe, and you walk around the customer.Again, I am not talking about who has the knowledge or if the technicians are able to solve a billing problem, but how you can offer a continuous flow, in order to satisfy a client. And at the moment, your company is unable to offer this concept of flow.
In my case, the set of processes you used to solve my problem is also wrong since the possibility of a customer who has been with you for 5 or 6 years committing fraud is quite unlikely, but that’s another issue to discuss another day.
It’s clear that if you imagine it as a geocentric model where you have silos of knowledge, then your company will have no other solution than to break those flows in order to help the customer.
Finally, when you interact with a customer, you send an email asking her for an answer:
It was great, Just OK, Not good
When the customer chooses one option, it is redirected to a page in your website saying this:
“Thanks for your feedback
We appreciate your feedback as it helps us grow and improve our support team. Your happiness is our goal and we appreciate you taking the time to let us know how we are doing.”There is no textbox or possibility to give you real feedback here so I can’t help you improve.
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