Next Mobile Web is a company that wants to change this experience and as such they have a product called Dial Zero which contains a database of various workarounds on hundreds of companies. Instead of listening to annoying recorded voice, the application helps you to cut through directly to the person.

Dial Zero contain over 600 companies on their database which allows you to click on the company, display its main phone number, description of how to reach an operator or agent directly, and comments from other people as well. These comments include tips on refunds, canceling of subscription, account verification, etc. Dial Zero would allow you to dial in and go directly to the operator or agent.

This application is available on three platforms namely iPhone, Android, Blackberry. Next Mobile Web would also be offering this application on your desktop soon.

Below is how the tool looks like in iPhone:

This is how it looks like in Blackberry:

Lastly, this is your Dial Zero desktop application:

I think this is a very cool and handy application to have that could help boost your productivity by getting what you want in a shorter time period. Also, the tips on getting refunds and other perks from other users can prove useful in this economic state we are in.

Go ahead and download your Dial Zero application here – Dial Zero from Next Mobile Web.

Image from Next Mobile Web.

Post from: EveryJoe

Quick and Fast Way of Dialing Customer Service

It’s been quite awhile since my issues with the red-ring-of-death (RROD) and working with Microsoft to get everything replaced. Then I had the problems with my Xbox Live service not working anymore.

With those problems there were a number of occasions where I had some telephone conversations and email exchanges with people either employed at or by Microsoft to help their customers that have experienced issues.

For the most part, my experience hasn’t been horrible. It could have been better on occasion but it was nothing like this guy’s.

Pat Thornton, the Journalism Iconoclast, has shared his recent experience with trying to work with and endure the “customer service” [imagine finger quote actions for emphasis] that was provided by the Xbox Live CSR when he had problems with his 12-month Xbox Live subscription card.

What was Microsoft’s solution to the problem? Was it to send me a new XBOX Live card? Was it to credit my account with 12 months of a Live gold membership (the simple thing to do)?

No, it was to tell me to send in proof of purchase and my Live subscription card. Then Microsoft would mail me another card (that may not work either). Here is the problem. I received the card as a gift awhile ago.

Where am I going to get this magic receipt from? It’s not like I’m asking for a cash reimbursement (which is a justifiable reason to ask for a receipt). I just want 12 months of XBOX Live Gold.

I’d agree, it would seem to be the logical solution to ensure the customer is happy would have been to just credit Pat’s account for 12 months. If they couldn’t have verified the card# or something, then I can understand them needing a receipt. Is there a concern he just took it off the shelf?

If you were in charge of the customer service department for Xbox Live subscriptions, how would you have handled it?

Post from: EveryJoe

Is Customer Service Dead for Xbox Live?

Here’s what was shared:

It was a pretty basic call – I was at work, installing Office 2003 (yeah, we’re old school) on my newer PC.  I was using a dinosaur and upgraded.  The dinosaur had a license of Office installed, but since that wouldn’t be used any longer, we were just moving the license to the new PC.

The product key was denied because it was associated with another computer, so I had to call Microsoft to explain the situation.  After going through the automated “activate your software” menu, they couldn’t give me an access key (this was expected) and I was transferred to a live person. I didn’t wait on hold for a long time and my call was answered rather promptly, but the woman on the other end could not have been any ruder if she tried.

First, I couldn’t hear her.  She sounded really far away and garbled.  When she sorted that out, she couldn’t understand me.  I had to explain the situation several times until she comprehended the issue – a pretty basic one.  She was incredibly impatient and short, using lots of “What?!”s and “Huh?!”s.  As someone who has spent a good part of my career working with customers on software and hardware issues, it really pains me when I get an unacceptably low level of customer service.  I’m assuming without much doubt that Microsoft outsources their support to India or the Philippines, so there was a bit of a language barrier too.

It was a relatively short call and the issue was resolved, but it was the manner that it was handled that soured me on the experience.  At this point, when it comes to customer care, I’d rather handle an issue via live chat or email.

Like I said, it could have been worse.

Here’s my viewpoint. Why is it that some of the most common causes of calls still required so much explanation of what needs to be done. I don’t think the problem experienced above is that unusual do you?

Secondly, I understand the business need and benefit of outsourcing tech support to foreign countries. Unless people are willing to pay more for what they’re using, there’s always the push on businesses to do more with less and make more profits. But can’t requiring clear communication be an expected qualification?

What’s your customer service experience?

Post from: EveryJoe

Microsoft Customer Service – What’s the Deal?