Microsoft Enterprise Communications support moving to call-back model
Category Call-back support
IBM did it, now Microsoft is too.
http://msexchangeteam.com/archive/2009/02/24/450747.aspx
I'm pretty sure this has more to do with the IBM and Microsoft wanting to save money than improving customer satisfaction. When I worked in support, the thing a customer always wanted was to immediately speak to a support rep and never be put on hold but that was was too expensive.
For me personally, for computer type support I much prefer support offered via IM, I can easily cut and paste documents that relate to the agent, I get a history of exactly what they said and it tends to get answered much more quickly. I will admit though, this tends not to work well for issues like your internet connection being down.
IBM did it, now Microsoft is too.
http://msexchangeteam.com/archive/2009/02/24/450747.aspx
I'm pretty sure this has more to do with the IBM and Microsoft wanting to save money than improving customer satisfaction. When I worked in support, the thing a customer always wanted was to immediately speak to a support rep and never be put on hold but that was was too expensive.
For me personally, for computer type support I much prefer support offered via IM, I can easily cut and paste documents that relate to the agent, I get a history of exactly what they said and it tends to get answered much more quickly. I will admit though, this tends not to work well for issues like your internet connection being down.
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