Netflix, Inc. (NFLX) Financial News - An App That Makes Customer Service Hold for You
Netflix, Inc. (NFLX)
An App That Makes Customer Service Hold for You
Keywords: Customer Relations,Mobile Applications,SmartphonesQuote: (Plus, if one representative hangs up, he says, the app calls back until it gets one who will play ball.) It happens that Iâ€™ve been meaning to call two companies: Netflix, and Cox Cable. A bad electrical storm knocked out our Internet service a while back, and I hadnâ€™t gotten around to resetting the wireless link with our Wii terminal, which allows us to watch Netflix shows on our television. Iâ€™d been dragging my feet in part because I wasnâ€™t sure which company to call first for advice. Plus, I couldnâ€™t seem to find the time to locate the proper customer service numbers. So, FastCustomer seemed well worth a try. The app downloaded quickly onto my Android phone, and the service worked smoothly after I selected Cox from the list. Within three minutes, my phone rang; it was a live Cox representative, asking (somewhat suspiciously, I thought) if I had called. (Why, yes, I did!) I described my problem. She suggested a solution that I agreed to try. Pretty painless. The Netflix call didnâ€™t go as well. It started out the same way. I got a quick call back. But the voice on the phone was automated. The recorded voice asked me if I was satisfied with Netflixâ€™s service, and directed me to press 1 if I was. I thought that it wasnâ€™t Netflixâ€™s fault that lightning zapped our router, so I pressed 1. Big mistake. â€œThank you for your feedback,â€ the voice said. â€œGoodbye.â€ Then it hung up. Mr. Dragushan said he was not sure what the problem is with Netflix, but he took the company off the appâ€™s menu while he investigates the situation. In some cases, he said, as with Comcast, for instance, the companyâ€™s computers block calls from FastCustomer. He said he didnâ€™t believe it was because the company didn’t want to take calls from FastCustomer. It is more likely because the computers see hundreds of calls from a single, toll-free phone number, and register them as some sort of nuisance attack. The company plans to switch to ...
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