Could Customer Service Usurping Be a Business?

This idea came to me around my fourth or fifth call to Comcast/Xfinity today, trying to get help with a strange problem affecting my cable modem.

What if, instead of calling the actual company related to your problem, you could call a third-party service, one that could help in a variety of areas, encompassing many, many companies’ knowledge bases?

This third-party service wouldn’t have mandatory scripts to read from; they’d do their best to do the right thing to help you out, looking in places such as their knowledge database or simply Googling for your problem, in an attempt to synthesize that information quickly and help you understand it better.

We complain so much about customer service when it’s bad and praise companies with extraordinary service. Yet it seems like nothing can be done about the bad companies.

Yes, a Google search can fix a lot of problems. I’ve found that when I’m looking for a specific answer, reading through forum threads that may or may not pertain to my question seem to be a waste of time most of the time. 

Is there a reason that Comcast needs to know my name and address before they can proceed to help me? Not really.

Why can’t I call up a friendly person who hears my problem and does their best to help. In the future, I only want to call someone if A) I absolutely have to have the company solve my problem, or B) I need a technician to come out to my home.

I think this is a legitimate business idea.

Please share your thoughts in the comments. I’d love to know what you think. 

  1. javinpaul reblogged this from zackshapiro
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  3. peroty reblogged this from zackshapiro and added:
    I believe Tech Support should be!
  4. zackshapiro posted this