I recently had to contact Netflix® regarding my subscription. I was unable to login to my account from a new device and wanted to continue my latest binge. In this post I will relay my customer service experience and, as good as it was, how it could have been improved.
It all started when I went to log in on my new laptop. On the login page, I received this message:
After waiting the few minutes and trying again several times, I decided to reach out to Netflix. After checking their status page - which assured me I was doing everything correctly - I tweeted their customer service department here in the UK:
Hey @netflixuk how come I can't log in??
— Gethin Liddell (@erdynep) June 7, 2017
I didn’t get a response, so after a few minutes I had to find another way to reach out. Netflix provides a toll-free phone number, so I dialed that and immediately got through to a customer service representative. The advisor was excellent and gave me the assistance he could with the tools he had available to him. He talked me through some possible fixes, asking me what error message I received and asked me to try a few different things.
Eventually, however, we determined that he would have to log a ticket as he had exhausted his known options, but he had managed to get me logged in to the native app on my laptop so at least I could access the programs I wanted.
At face value, this could be viewed as a successful customer support experience. And, while I got to an acceptable resolution, the path to get there could have been more streamlined and overall improved. The quick sum is:
- I didn’t want to talk to anyone; I prefer to handle issues like this via text.
- I looked for, but could not find, the ability to engage with a customer service rep via web chat.
- Put simply, it would have been more convenient if I could have used my preferred communication channel to get assistance.
But, for what it’s worth, the devil is in the details in this age of competitive markets and social sharing...
I tried Twitter. (I now realise that I used the wrong Twitter account to get help. @NetflixUK appears to be just a feed to tell you about Twitter whereas @Netflixhelps appears to be the support channel.) I was not aware of that, though, and just picked the first one that looked relevant to me, since I live in the UK. If I had called a sales telephone line with a support request, I would expect to get redirected to the support desk. Yet, I heard nothing back from @NetflixUK.
I ended up calling the support number. This was a toll-free phone number. The customer service rep then had to dedicate all his time to me. And, while this looks like good customer service, it is likely very costly for Netflix. Netflix has to incur the cost of the inbound call as well as the customer service representative's overhead, i.e. training, equipment and salary - which, in turn, ends up costing the customer base more for the service that Netflix provides.
Although the representative was excellent in his effort to help me, it took longer than needed because he did not have a full array of communication tools. He had to trial-and-error his way through the call, describing different options, tasking me, and I had to describe back to him what was happening. If only he could have initiated a co-browsing session and I could have shared my screen, he could have resolved my issue better and faster and moved on to the next customer all that quicker.
The moral of the story? In contact centres, every second counts - to both the business and the buyer.
If only they had Live Assist for Dynamics 365 powered by CaféX...