Review Geek: Google Took My Money and Canceled My Nest Service

Review Geek: Google Took My Money and Canceled My Nest Service. “I should preface all of this with some crucial details. I freely admit I’m partially to blame for the start of the mess. And you should be aware that I used the 1st generation version of Nest Aware, which isn’t offered anymore. But that doesn’t absolve Google of the fact that it has taken my money for my Nest Aware subscription and refuses to provide me that service. Nor does the terrible customer service I received help the situation either.”

University of Exeter: Pandemic left hospitality workers more vulnerable to conflict from customers and less able to challenge managers over safety due to financial insecurity, study shows

University of Exeter: Pandemic left hospitality workers more vulnerable to conflict from customers and less able to challenge managers over safety due to financial insecurity, study shows. “Hospitality workers felt less able to challenge and negotiate bad practice or unsafe working conditions during the coronavirus pandemic, a new study shows. Workers feeling less financially secure, particularly those on zero-hour contracts, said they couldn’t raise concerns about health and safety with their bosses.”

New York Times: A Nation on Hold Wants to Speak With a Manager

New York Times: A Nation on Hold Wants to Speak With a Manager. “The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. If employees are now having to take on many unexpected roles — therapist, cop, conflict-resolution negotiator — then workplace managers are acting as security guards and bouncers to protect their employees.”

Newswise: Are you talking to a chatbot? Would you like to?

Newswise: Are you talking to a chatbot? Would you like to?. “As artificial intelligence and natural language processing advance, we often don’t know if we are talking to a person or an AI-powered chatbot, says Tom Kelleher, Ph.D., an advertising professor in the University of Florida’s College of Journalism and Communications. What matters more than who (or what) is on the other side of the chat, Kelleher has found, is the perceived humanness of the interaction.”

Axios: Unruly customers threaten economic recovery

Axios: Unruly customers threaten economic recovery. “The pace of the economic recovery hinges in part on workers returning to jobs that involve dealing with an unpredictable public. But many of those workers say increasingly combative customers — angry about everything from long wait times to mask mandates — have prompted them to quit.”

ZDNet: He thought iPhone users were stupid. Then his Google Pixel stopped working

ZDNet: He thought iPhone users were stupid. Then his Google Pixel stopped working. “It’s long been an issue with Google that many of its phones are excellent, but much of what surrounds them — the marketing and the customer service — are slightly less than excellent, drifting toward the really not very good. You’d think the company would fully commit, one way or the other. Yet it’s constantly seemed to resist, preferring to hang in slow, suspended animation.”

The Next Web: 2020 will mark the death of the chatbot as we know it

The Next Web: 2020 will mark the death of the chatbot as we know it. “According to recent research, only 9 percent of customers felt that they would be best served by a chatbot for serious enquiries, whereas the figures for a voice call were in excess of 80 percent. But with 80 percent of contact centers wanting to adopt chatbot technology by 2020, what is does this industry know that we don’t? Well, they are seeing the bright and not-so-distant future of this technology, and it doesn’t look like a thing like your average chatbot.”

India Today: Angry Pixel user puts up anti-Google posters in town, slams company’s aftersales service

India Today: Angry Pixel user puts up anti-Google posters in town, slams company’s aftersales service. “With so many smartphones in a market the size of India, manufacturers struggle to keep up with a uniform after sales service for various models. Customers, therefore, often end up dissatisfied and expressing their displeasure against that particular brand on social media channels. However, some people, like Manu Aggarwal from Haryana for instance, think that there’s a better way to publicise their problem with a particular brand, i.e. through banners and billboards. Therefore, when Google failed to offer him an unsatisfactory service, he took to the real world to express his emotions for Google.”

The Next Web: Your bank is probably using phishing tactics on you

Warning: this has an f-bomb in it. But it’s good information and a really good point. From The Next Web: Your bank is probably using phishing tactics on you. “Perhaps this doesn’t raise red flags for you. Perhaps this seems completely normal. Here I have a person from a totally unknown number calling me asking for my most secret information. This is a phishing scam, right? No, this is the FRAUD DEPARTMENT of my bank calling me. They’re just behaving exactly like a phishing scammer.”

Digital Inspiration: How to Embed the Facebook Customer Chat Widget in your Website

Hey, Amit’s back! From Digital Inspiration: How to Embed the Facebook Customer Chat Widget in your Website . “Looking for a simple and free alternative to popular live chat software like Intercom or Zendesk chat? Well, the new customer chat widget from Facebook Messenger is here and anyone can embed these widgets on their website to engage with visitors in real time. Facebook Customer Chat widget, if you are new, lets people chat with businesses without leaving the website. The widget works on both desktop computers and mobile phones. The business owner needs a Facebook Page and all the visitor needs is a regular Facebook account.”

The Next Web: Twitter powers-up Direct Messages with smart new action buttons

The Next Web: Twitter powers-up Direct Messages with smart new action buttons. “Twitter just souped up Direct Messages, in the process making them more useful for brands when it comes to customer service and growing engagement. Now, businesses have the option to add buttons to direct messages. These let customers easily do something — like follow an account, visit an external web page, or tweet something.”

TheNextWeb: Customer service on Twitter is about to get more human

TheNextWeb: Customer service on Twitter is about to get more human. “If you’ve got a problem that can only be resolved by speaking to a human being, you need Twitter. From airlines to supermarkets, companies have whole-heartedly embraced the platform as a way to acknowledge and resolve the issues of their customers. But there’s a problem. It’s a bit weird – inhuman, even – to hold a conversation with Tesco or United Airlines. They’re not people. They’re companies.”

Google Testing Chat for Business

Google is testing chat for businesses. “Google is now testing a new feature in the Google My Business area that lets customers initiate a chat with your business from your local listing in Google search or Google Maps. This was first spotted by Dino Basaldella who posted it on Google+.”

Customer Finds Worm in Lettuce, Complains Online. For Once, Hilarity Really DOES Ensue

I love seeing stories about interactions between companies and consumers on social media which involve good customer care and having fun. Here’s one, about an unwanted worm found in some lettuce. “The life of a social media manager for a major #brand must be a bleak one, having to face constant complaints and trolls with corporate-mandated politeness and grace. But sometimes, a bright spot appears and the #social #media #guy has a chance to shine. Such a stroke of luck recently befell Ross, a Facebook account manager for British grocery chain Sainsbury’s. A woman named Leila Daly posted an insane, dramatic, yet good-humored complaint about a worm in her lettuce, setting Ross up for a beautiful response.” Finally a chance to use the words “hilarity ensues” without irony.