This is the type of support I’ve been running into of late when dealing with larger companies, “Good Luck” on finding support.
Some days it’s just so difficult to find an answer to a challenge you are having with an online service or product. I am sure I’m not the only one that runs into this.
You go to the site of the company you are trying to get some “help” with find the support link buried in the a list of footer links or nested in a menu with many options. You click the link and it has a list of options of what you might be having the issue with none of which are what you want. So you click the link that says something like “Other problems” or “Don’t see your issue? Visit the help center”. And down the rabbit hole you go…
You then start crawling through the labyrinth of Frequently asked questions, searching the knowledge base all the while of looking for a place to submit a simple question. You enter enter your question and receive a “sounds like your problem is this” list of responses, which is no where close to what you really asked.
After several minutes of dead ends and wrong paths you finally find a place to ask a question only to find out it is for the support “community”. Not anyone actually “with” the company, just others that have had similar problems responding to chats about what it may or may not be.
I understand that support is not usually the most favorite thing to do in a company and you get a lot of “odd” questions. But it is something that must be handled well. This is something I myself am trying to improve at and with my current help desk It is getting better. Mind you it is a challenge for a small company to do what you do creating products and services and still try to find time to get all questions answered. But it is a valuable part of creating a lasting relationship with a customer and potential client.
For a large company I can only imagine it multiplies but they should have the resources to answer simple questions with out spending hours trying to find the right spot to get help to a simple problem.
Do you feel this frustration when trying to find online support? I’d love to hear your feedback on this situation in the comment section below.