I work at a large telecom company building customer support infrastructure, and you are by and large correct. It is a direct policy not to list our phone number on our website, which is supposed to “nudge the customer journey towards alternative solutions first.” That means AI chat, or user guided search on the website, or whatever.
The funny thing is, being the most customer friendly company is supposed to be one of our organisation’s goals. By and large actually, individuals working here (at least at the lower levels) all want to genuinely help customers. However the way incentives are set up and the organisation is structured, inevitably cost savings is what drives most of the work that gets done.
A lot of the time they’re trying to hide those customer support numbers these days, too.
They’re really trying to push all customer support to bullshit online AI assistants that are half-real people half-automated responses.
Customer support is a net loss, you’re not making money by fixing customers problems. They’re just trying to write it off.
I work at a large telecom company building customer support infrastructure, and you are by and large correct. It is a direct policy not to list our phone number on our website, which is supposed to “nudge the customer journey towards alternative solutions first.” That means AI chat, or user guided search on the website, or whatever.
The funny thing is, being the most customer friendly company is supposed to be one of our organisation’s goals. By and large actually, individuals working here (at least at the lower levels) all want to genuinely help customers. However the way incentives are set up and the organisation is structured, inevitably cost savings is what drives most of the work that gets done.