I'm so tired of big companies pointing to their huge userbase as a reason for bad customer support. I've heard it from Google, Skype, and HostGator.
I've also specifically tried to contact AdSense via the contact form, email, and the forum about a missing payment. Never heard a peep back, so I stopped running AdSense.
I'm happy to read the FAQs, search a knowledgebase, and communicate via email or a ticket system, because I know its not feasible to talk to all customers on the phone. But you can't just leave people in the lurch when you want to be their business partner.
Successful companies see customer service as an opportunity to right a wrong and impress their customers, not as a nuisance.
I've also specifically tried to contact AdSense via the contact form, email, and the forum about a missing payment. Never heard a peep back, so I stopped running AdSense.
I'm happy to read the FAQs, search a knowledgebase, and communicate via email or a ticket system, because I know its not feasible to talk to all customers on the phone. But you can't just leave people in the lurch when you want to be their business partner.
Successful companies see customer service as an opportunity to right a wrong and impress their customers, not as a nuisance.