CORPORATE DISCONNECT

14. May 2011, 15:10 | by WD Milner | Full Article |

A recent article called Hacked With No One To Call by CMP Channel Group President Robert Faletra struck a resounding chord before I was more than a paragraph or two into it.

How many of us have tried to reach a company we deal with through their web page or other on-line presence? Quite a few I would imagine. How many of us have had less than a pleasant experience trying to do so? I would guess almost as many as have made the attempt.

Many companies seem to take great efforts in making themselves unavailable, or to make reaching them as arduous as possible. e-mail addresses, telephone numbers, addresses are buried layers deep on websites, placed on obscure support pages it takes many unintuitive paths to reach, or are just simply absent altogether.

Sadly this seems to be a trend that is increasing, when common sense would make one expect otherwise. It would seem that as companies find themselves more exposed to interaction with customers and prospective customers, they are trying to distance themselves from those same people. This may be partially explained by a rise of communications, and the extra resources that need to be deployed to handle it. In other cases it seems to simply be an attempt to hide and remove the necessity of interaction with the public. Often these firms, once you do find the needed contact information, either do not reply, or don’t answer the questions you ask or do not address the issue you have contacted them about.

Some companies are more at fault in this than others. Based on my experiences I have made up my own top ten best and worst when it comes to ease of on-line communication. This list changes now and then, and is not empirical, but rather experiential.

RankBestWorst
1IronkeyeBay
2IBMPayPal
3A Small OrangeAOL
4Reader's DigestASUS
5NCIXFacebook
6Tim Horton'sTwitter
7CorsairIntel
8AmazonSteam
9AMDMicrosoft
10SeagateBell Canada

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Categories: ,
Keywords: cirporate support,contact,customer service

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