Why don't companies let you talk to an actual human anymore?
The Big Story
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The Effects of Customer Service Phone Lines on Consumers
Roxanne Jones: Do we know how customers feel about this in general and what it does to their relationship with the company? "Sometimes you don't really want to have to call somebody. Like, if I'm going on vacation, I need to call my bank and tell them that, you know, whatever, go on vacation, don't cancel my credit card" She says consumers escalate very quickly because they're used to having to jump through so many hoops due to negative experiences. 'It makes us behave a little bit poorly'
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