Today, we will be discussing about a topic that is way overdue to discuss about.
How many of you received a call from a service provider trying to sell a smartphone with a package to you?
How many of you received a pop-up ad on your smartphone or computer from a service provider advertising a smartphone you can upgrade or purchase?
Have you been happy with any of the above service you received from the service provider?
Well if you have not figured it out by now, we are obviously going to discuss about the online and telephone services which smartphone companies provide. I believe this is a topic that has been sidelined way to long and I am certain there is many users that can comment their experiences about these services.
Please feel free to share your experiences of these services in the comments below the article.
In this article we are going to discuss the following regarding the topic “Online VERSUS Telephone services – which ONE is the BEST” :
- Define and outline the meaning of both services
- Discuss the similarities both telephone and online services provide for customers
- Layout the cons for both telephone and online services
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What is telephone and online services?
Basically telephone services is a service of which a company conducts all their services over the phone with their customers within a certain time period of the day.
Online services is a service a company provides over the internet with the intention to complete any transactions or queries with their customers which can be processed any time of the day or night even if the company is closed currently.
What are the similarities both services provide?
Both services aim is to provide the following benefits to their customers:
- Removal the need for the customer to go into store to complete the transaction or order request.
- Enable direct product delivery to the customer’s house or desired location.
- Remove the requirement to sign many documents by the customer or request necessary documents in order to complete a deal or customer’s purchase.
There is only two major differences between the two services. It is based on the following two points:
- Service availability
- Person interaction
For telephone services, these services are only available when the company is open and not after hours when the business is closed. Thus, if you try to reach the company after hours, no one will answer your call or the call will play a voice message stating when the company will be open to assist you. Person interaction of course is zero in telephone services physically. However, you still speak with person over the phone processing your query or purchase you want to sign up for.
For online services, you can access the service any time of the day or night even if the company is closed. If you sign up a contract or purchase a smartphone, it will record the process and notify the company to continue with next step in process by processing the customer’s order. Queries is exactly the same. Human interaction online is zero as you do not speak to a consultant directly or even see them physically.
Is there any CONS for these services?
There is sadly cons for both services and it is something a customer should know about. It might be shocking cons that may drive you away from these services from smartphone companies.
A) Telephone services CONS:
The telephone services always call any time of the day which annoying for a customer when it they are not interested to do an upgrade or purchase a smartphone. Only time they do not contact is on a Sunday which is a law in the industry to not disturb clients on a Sunday as Sunday’s is seen as a rest day.
Telephone sales consultants focus is to close a deal and increase sales numbers for the company. Their focus on assisting the customers’ needs is very low. I believe this is mostly caused do there is no physical human interaction and the customer has not come to the consultant first of which they want to upgrade or purchase a smartphone. It is vice versa. The telephones sales consultant is calling due the consultant wants to make a sale and increase the company’s profit.
Another problem telephones sales consultants cause, they may process a contract or purchase for client even though the customer has not agreed to the sale. This usually happens when a client said a yes to something to the telephones sales consultant. When the telephones sales consultant receives this “Yes” on the call, they use it as a confirmation to proceed the deal or purchase. This results action results the following effects:
- A contract or purchase has been billed to the customer’s account.
- A smartphone or device gets delivered at the customer’s location
- A highly confused and frustrated customer.
When a customer purchases something by the telephone services and they want to cancel, the customer will have to go into a store to process the cancellation or call the smartphone company’s cancellations department. The worst part of it is the smartphone store will assist the customer by putting them on a call to the cancellations department which can take very long to process. Thus, it is best to call the smartphone company’s cancellations department. Sadly, even if the customer finished the call for cancellation of the contract or purchase, it could still not have been canceled. Thus, it is wise for a customer to follow-up if the contract or sale has really been canceled by the smartphone company. If not a surprised debit order might be processed to the customer’s account.
B) Online services CONS:
Not all packages or smartphones are always available on the online platform when trying to make use of these online services. Which causes the customer will have to go into store to en quire about the package or smartphone they want to purchase or sign up for.
Online platforms can now and then crash causing some transactions not to work properly.
If a customer wants to cancel the contract or deal they will have to contact the smartphone company’s cancellations department that sold the smartphone or package over the phone or email. They may be directed to go into a store to assist with this process or the smartphone operator will arrange a courier to pick up the smartphone that has been delivered at the customer’s whereabouts. Important to note even though the smartphone has been picked up, it does not mean the contract or purchase has been canceled. Please follow-up regularly to avoid unnecessary out of the blue payments.
Both services is a convenience factor for its customers. Basically the customer does not have to sign up paperwork and stand in line at a store to receive a contract or a smartphone. Plus the smartphone gets delivered to the customer’s home or location they desire.
However, there are downfalls for these services. With telephone service consultants, they can call you any time of the day besides Sunday which is very annoying. Secondly, these telephone service consultants are only focused on closing a sale than focusing on assisting a customer. Then thirdly, the telephone service consultants take any yes answer from a customer as an acceptance to a contract or purchase to a smartphone. This results frustrated confused customers which either need to call or go into a smartphone store to cancel the deal.
Even if the smartphone company’s cancellations department received the cancellation notification, it does not mean it is canceled. Thus, it is important as a customer to follow-up regularly to ensure the contract or purchase is canceled completely. Or else the customer may received a bill out of the blue or even a courier show up in front of their door step trying to deliver the smartphone which has been processed over the call. Sadly this usually lead to a loss of sale and potential customer for the smartphone company. As the customer lost trust to do any deals with the smartphone company due to the actions of a telephone service consultant.
With online services you do not experience so many headaches. You sadly still experience the same cancellation process which the telephone services follow. However, you cut out the telephone service consultant that tries to sign you up for a contract or purchase. Basically as a customer you have all the control to select the package or smartphone you want without the interference of another person. Sadly, as a customer you might experience some packages or smartphones not reflecting on the online platform causing the customer have to go into a smartphone store to complete the deal or purchase. Also, the online platform might be down due to maintenance support.
Now of course, which one of these convenient services is the best?
My honest answer in my opinion is the online services. As you will be in control of the contract or purchase fully without any other person interference of which telephone services is handled by another person that can sign you up to a contract you did not really agreed to.
I believe the telephone services is a good service as well. However, I believe there must be more protection or control for the customer to prevent a contract be signed up which they have not agreed to. Like example, the deal gets send by mail or phone where the customer must click onto the link in order to complete the application or purchase of the smartphone. If the link has not been completed, then no application or purchase can go forward at all.
The other factor that I highly believe must change for both services, is the way cancellations are processed. I strongly believe the cancellation process must be done in person as I have witnessed many times customers who processed cancellations over the phone to be billed still after that call. The worst part is when it is discovered the previous cancellation operator never canceled the deal and all the new operator says they apologize, but you still get billed which I find very unethical. Thus, I believe a big change must happen in the cancellation process.
Have you used one of these services from a smartphone company?
How was the service?
If you have, please share your experience in the comments below. If you have any questions please also comment below.