Good automated customer service?

[thespis42]

So, my XBox 360 stopped working about a week ago. I'm no longer getting video of any kind, but still getting sound. I bought the thing used. I've had it a year. I'm not all that surprised. So yesterday I called up their support center to try to get the problem fixed. Microsoft was willing to work on the case despite the fact that I bought the

Comments

[beyonder]

Unfortunately the fundamental system upgrades a call center needs in order to provide that type of automated service are staggering in cost. It needs full database integration to the phone tree. - This means that the computers that route the calls need to be able to query the customer service records, make sense of what they retrieve, and then use that to provide the info directly to the phone rep who takes the call.

In most call centers, the best integration they can get is a "phone-pop" where the phone about to take the incoming call connects directly to the desktop of the rep and opens the related acct. The computers diverting calls are barely advanced enough to create effective phone trees out of recording messages.

My point:
- Microsoft only developed this out of a recent need as their call volume has increased exponentially. (With most of those calls being actively generated by their POS broken-in-the-box game consoles)

- Don't expect to see that sort of excellent system in common usage for a couple of years. It's not really cost effective for most companies who already consider their aftermarket service departments an unproductive hole they throw money into as a courtesy.

[thespis42]

Yeah, they didn't do so well with the XBOX 360 on the hardware side, did they? I hear a lot of stories about mechanical failure....

[thespis42]

OH MY GOD YES. I'll get my eager little hands on it, and then there shall be DESTRUCTION!!!!

You read Penny Arcade, yes? Dibs on the traingun.