In other words, by forcing customers to jump through hoops, the organization helps curb its redress payouts.Īs part of our research, described in a forthcoming article in the journal Marketing Science, we interviewed managers of call centers to understand how their customer service organization is structured, and the way it contains redress payouts. This structure, we argue, keeps a lid on the amount of redress customers are willing to seek. We found that these companies screen complaining callers by using a hierarchical organizational structure. Since 2015, we examined the incentives structures within customer service departments at over a dozen companies in finance, technology, and travel services to understand why customers perpetually experience hassles. But our research suggests that some companies may actually find it profitable to create hassles for complaining customers, even if it were operationally costless not to. Caller complaints tend to arrive randomly, making it impossible to staff agents to handle unpredictable fluctuations in call volume. There’s some evidence that customer queues may be unavoidable at times. Despite promises companies make to treat people well, customers don’t seem to be buying it. This is in line with surveys over time that indicate that consumers consistently perceive that customer service is generally bad and even possibly becoming worse. Consider United Airlines, among the lowest ranked of major airlines on customer service, which claims to offer a “level of service to our customers that makes a leader in the airline industry”. These accounts seem at odds with the pledges by many companies that they are committed to great customer service. In fact, according to a 2017 survey by Customer Care Measurement and Consulting the Carey School of Business at the Arizona State University, over three quarters of complaining consumers were less than satisfied with their experience with the given company’s customer service department. And that ignores the portion who simply give up out of exasperation after the first call. According to a 2010 study by Mike Desmarais in the journal Cost Management, a third of complaining customers must make two or more calls to resolve their complaint. Yet, when you call customer service to voice a complaint, you’re faced with an automated voice menu, put on hold, or told that the agent is not authorized to refund your money.Īmerican consumers spend, on average, 13 hours per year in calling queue. It is up to Avast to prove themselves as a company, show their support for the products they put out and change the tide of opinion by action, not by simply revising history.It’s a familiar scenario: A service provider fails to live up to your expectations and you feel some restitution may be in order. Perhaps CloudCare is now owned by Avast, and Avast well knew what they were purchasing in the process. I am disappointed and concerned that SpiceWorks has allowed all of this history to be wiped away.
Many other CloudCare users publicly shared the same frustrations. Quite literally, it would have been more effective to drive each client and check each device manually rather than rely on CloudCare to do the job right.
As a writer of one of those reviews, I am now wondering, where did my review go? SpiceWorks has been a trusted source of reliable information on technical products and vendors, and somehow AVG has been allowed to simply wipe the slate clean of a great deal of critical input from real world users frustrated not only with the specific product, but with AVG as a company for shortcomings in support of, and responsiveness to, paying customers.Īs a user of CloudCare for 2 1/2 years, a reseller for AVG for 7 years, and a believer in AVG as a company since the '90s, I can tell you CloudCare was a frustrating, constant stream of technical failures that left me attempting to simply get the product to work, and taking away time for making billable hours. 2 years ago, the AVG CloudCare page here at SpiceWorks had numerous reviews, many of them level headed and critical, and plenty of input from users, many of them frustrated with ongoing issues, lack of effective support, and empty promises of coming solutions from the AVG SpiceWorks rep.
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