Customer Connect Blog
Rethinking customer support in a connected world

Playing the Blame Game

I love technology. My friends are not the least bit surprised when they walk in my house and the lights automatically turn on, or when I use voice commands to control a wide range of devices that punctuate my space. My best friend walked into the house over the weekend and to my dismay, my voice command to turn on the TV to our game of the week resulted in nothing.

That was the opening round of the Blame Game.

“Play scheduled Georgia Bulldawgs game” I yelled again. Nothing happened. I screamed it just a little louder just in case the device was out of earshot. Opening move over.

The strategy of the blame game is to isolate and identify which device in the maze of my house, voice control, TV, router or even cable modem is to blame for the problem.

No matter what component of the connected home environment you might provide you can be faced with having to troubleshoot someone else’s issue in this escalating game of customer satisfaction. The lines in the blame game are so that blurry consumers are not sure where to go, but if they get you on the phone, solving the problem is all that matters. Telling the customer it isn’t us gets you negative points.

Supporting the connected consumer requires an approach that quickly triages the problem through contextual self-support or live agent assistance. With more than 20 years of providing complex technical support we have learned not to don’t play the blame game until you have checked for the most obvious problems in a structured way and can isolate the issue. Is the plug really in? Are all the key pieces of interconnectivity in the right state?

Avoiding the blame game means empowering your customers with self-support that is driven by context and expertise in troubleshooting, not just user manuals. When the customer just can’t do it alone, make sure the agents supporting them have the best tools to solve the problem.

SeeSupport is one of those tools allowing your agents to share images and live video, in real time, with agents. The software is easy for agents to use and offer customers simple options to share images and text messages. Leveraging expertise and intelligent tools like SeeSupport can change a negative score in the blame game to a positive one, especially when you don’t have to tell the customer to go find the solution elsewhere.

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