We are seeing so many posts from users complaining about lack of adequate support from the company and from my time here I would consider the CC the best resource the company has for solving problems. I have lost track of the number of ‘How do I do this, or that’ posts!
I am sure we as a group could alleviate much of the Customer Support workload if only we had the resources to do it.
My suggestion would be the company allow a sanitised account exchange between users!
If user A has an issue or a problem with their hosting they don’t understand and user B makes contact through the CC, A could grant a temporary password giving B access to A’s Listing Details, Booking Settings, Availability, Pricing, Local Laws, Co-Hosts.
User B would not have the ability to make alterations but by browsing user A’s settings make recommendations that A could adopt to sort out their problem. It could be linked to a ‘chat box’ on the bottom of the page!
This would be a ‘cut-down’ version of what CX currently users so it’s not new technology and this would surely streamline much of the problem resolution process in a number of ways.
1/….. User A could discuss their issues in the language of their choice rather than have to interpret a meaning from someone whose mother tongue may be a different Language. This is one of the major issues with support….understanding each other!
2/….. User A actually gets to understand the whole listing process much better because they have to make the adjustments and do it themselves rather than just have it done for them.
3/……Multiple issues could be dealt with at the one time.
Obviously it is not all as simple as that but my feeling is, it would be a positive step in making this platform run better. So many customer support issues do not go well because of time constraints, under qualified staff, language differences and aggresive behaviours.
What do others think?
Cheers......Rob
