I think I’m experienced enough to post a blog about customer service. I’ve been a consumer from the time Smurfs were around. I’ve graduated from collecting blue creatures to fine art, appliances and everything one would need to outfit a home – and I do most of my shopping and browsing from my iPad, curled up on my couch or on my iPhone during my daily commute.
Loyal to the retailers I shop with; I’ve faithfully downloaded their apps to further enjoy my ‘shopping experience’. Actually, most of my life is orchestrated from the palm of my hand, the hub of my existence – my iPhone. I bank, text, chat, surf, share notes, build/share home décor inspiration ideas, play games, email, schedule appointments, control my TV, plan my commute with transit schedules – you get the gist.
With millions of people downloading apps, retailers/brands have direct access to their consumers, so, why can’t consumers purchase directly from the actual apps or access support? In addition to a cultivating a frustrated consumer, retailers aren’t tapping into the power of their apps, creating a huge disconnect in technology and loss of revenue.
I draw on my personal experiences to build my case.
Home Depot App
I’m a new homeowner, constantly searching for products to help renovate and outfit my house. I downloaded the Home Depot app, was able to browse and add items to my list. With a list created of ‘must haves’, you would think a ‘buy now’ button would be available. Negative.
I attempted to contact customer service to further explore the technical discrepancy. Not wanting to waste airtime minutes, I opted to Tweet them a question. An hour went before someone responded – with no answer to my question.
During my two-hour wait, I clicked on ‘contact us’ but when faced with having to call their 1-800 number (I prefer a click to call option), I gave up and downloaded the Canadian Tire app.
Sadly, their ‘shopping’ experience wasn’t any better.
Canadian Tire did allude to the ability to ‘answer a call or respond to a text and maintain your place within the app with the new multi-tasking functionality. However, I couldn’t find it.