Forum Moderators: buckworks
how about China?
I bet it would take 300 hundred operators working three eight hour shifts
(100 a shift) to man a world wide phone support system.
Then you would still hear " your are now 11 in line for a representative, if this is inconvenient for you please go to our web site for FAQ."
Oh well, if wishes were horses, beggars would ride...KF
My wife's business started on $800. That was our startup. She has a brick and mortar plus ecommerce, her business is coming on three years, and it's looking like we'll hit 100K in sales year this year.
In the face of big business, that's not much. But in the face of "starting with nothing" and "the little guy" it's a HUGE success story.
But none of this comes without a cost. Running a business costs money. She has both an online and offline merchant accounts, dedicated server, trademarked logo, and all the other extremely expensive things that go along with taking business seriously. We can't afford any of this, live like paupers because we have made all the sacrifices in the interest of making it work.
My point?
little guy deserves
No one deserves anything . . . you get out of a thing what you put into it. With free and low cost services the answer is simple: you get what you pay for. The services offered by Google checkout, payPal, Yahoo! store, all the other freebie or near-freebie services - what do you expect for what you're paying?
The other thing is that if it's one thing Google is good at it's documentation. Whatever the root of your frustration is, it may be published somewhere. Are you willing to do the work to find it, or just hoping to call someone up and have them tell you? THIS is why phone support is dying off for nearly every online service.
Perhaps a better approach might be to find the appropriate forum here and post the problem you're having - someone here may be able to answer it for you.
Best of luck, it's tough, but if you stick with it it's worth it.
65% - can't be bothered to read the documentation
34% - crybabies/crackpots/idiots
1% - actual problem
Having worked in an IT call center, I'm guessing Google would have a similar call breakdown:65% - can't be bothered to read the documentation
34% - crybabies/crackpots/idiots
1% - actual problem
The rest just waste your time.
[edited by: Gibble at 8:20 pm (utc) on Nov. 8, 2007]
Having worked in an IT call center, I'm guessing Google would have a similar call breakdown:
65% - can't be bothered to read the documentation
34% - crybabies/crackpots/idiots
1% - actual problem
Sounds like something a call center employee would say.
Callers to the company I own provide extraordinarily high value info that we use to improve our products, marketing and ultimately profitability.
65% - can't be bothered to read the documentation
We sell one expensive tech product that includes a booklet of documentation... in about 15 languages including Norwegian (Norway: Population 4.7 million!)
Consequently, the print - on paper the thickness of tissue paper - is about the size of microfilm.
Perhaps a better approach might be to find the appropriate forum here and post the problem you're havingthis is not a grip but a observation.
My wife's business started on $800. That was our startup. She has a brick and mortar plus ecommerce, her business is coming on three years, and it's looking like we'll hit 100K in sales year this year.Yes it is.In the face of big business, that's not much. But in the face of "starting with nothing" and "the little guy" it's a HUGE success story.
What issues I have had have been on our end. There is as well an old saying 99.99% of the problem is the operator.
I would assume why Google doesn't have telephone contact as some companies do there is a slight difference in traffic volume.
I read once were a guy called wanting to know why his computer wasn't working come to find out it wasn't pluged in....
I would argue other wise. When you operate your business you put money in Mr.Gs
pocket or Pay Pal and others. Therefore you are a customer. As a customer you
deserve service.
If you purchase a wide screen TV at the local department store dont you deserve service from them if something goes wrong. What if you called them for service and they said you dont deserve any? Probably would not set well with you.
While some of the "tools" that these companies offer seem free, you, I and others are paying for them. There is no such thing as a free lunch!
You and your wife have worked extremely hard and made a lot of sacrifices.
You are EXACTLY the type who DESERVES SERVICE. Keep on keeping on!...KF
Having worked in an IT call center, I'm guessing Google would have a similar call breakdown:
65% - can't be bothered to read the documentation
34% - crybabies/crackpots/idiots
1% - actual problem
So if your suggestion is that only the 1 percent should have access to call center services, I wonder where your job would have gone to. The 65 percent, or the 34 percent?
I am quite happy to read documentation. When it is sufficient. That's why I've never had to open a ticket with Microsoft, Oracle or IBM. Paypal on the other hand takes the cake for things not working as documented or changing things on the fly.
you get what you pay for. The services offered by Google checkout, payPal, Yahoo! store, all the other freebie or near-freebie services - what do you expect for what you're paying?
On an all in basis, paypal is actually more expensive than using a merchant account and gateway. Last time I dealt with an account rep, we even got into a discussion of what sectors were hot. What was doing low volume. On the phone, on their 1-800 number. And I always got *my* account rep. No need to explain the story over and over just because someone different answered the phone.
Things get done on the phone. Excuses get made by email.
The other thing is that if it's one thing Google is good at it's documentation.
You're joking right?
Callers to the company I own provide extraordinarily high value info that we use to improve our products, marketing and ultimately profitability.
Out of curiosity, are you taking calls regularly, or just receiving the information from them.
Out of curiosity, are you taking calls regularly, or just receiving the information from them.
As for phone-ins on our 800#s, I rarely take one. But I'm always asking for reports. In the early days I talked by phone to many customers.
Many customers shop our competitors too and are quick to tell us when someone else does something better.
Most of all, they offer very good rates and a reliable brand image.
If you really think that Google Checkout should be providing hand-holding phone support to people who might not even put $10 through in a month then can I assume you'd be happy to increase the cut you give Google for each transaction and to pay both an account setup charge and a monthly fee?
