Scoopon will not give out a phone number or a mailing address so they can "track" conversations. They should install live chat like Jump On It. Problems could be solved much quicker. If the customer service rep did not understand what the problem is, the customer could explain it in another way, rather than go through submitting another ticket and waiting another week, until SURPRISE the voucher has expired.
Scoopon should go with Live Chat like Jump On It
voteoften on 04/08/2011 - 15:27
closed Comments
Regarding increased salary costs, this would be offset by firing the monkeys who send canned email responses that have nothing to do with the problem at hand.
Scoopon have no interest in improving customer service - they already have your money why should they. They're after volume of sales not longevity or providing a genuine marketing service, they were building the company waiting to be bought out by Groupon after all but got laughed at and left on the side of the road. Now they're too far behind. Stupidly they've yet to realise (or realised too late) that they've burnt too many people and small businesses and trashed their name, it's too the point where there's articles about it on the front page of papers and regulators have them in their sights and more people with any knowledge of deals are learning to stay away. They're a scum business pure and simple
Can you tell me which papers, or better yet, scan and post the articles here?
From the article
"Scoopon told us not to cap it but that's one mistake we made. [Scoopon advised] it's better to uncap it and let it go wild [because] the amount of people who actually redeem what they purchase isn't high, but we've found the opposite."
Confirms my suspicions that the way they make money is to rely on people not redeeming the scoopon (and not bothering to chase a refund).
Of course there are pros and cons for this(in regards to the company)
With the obvious-
-Cons
Increased salary expense for extra people
-Pro
Faster Customer Service(and also depends on the popularity of it)
More customers(words spread fast)