Consider This from NPR The plan to tackle customer service bots and subscription fatigue
Aug 13, 2024
The Biden administration unveils plans to tackle consumer pain points like automated customer service and subscription cancellations. Neera Tanden explains the push for easier cancellation processes, equating them with signup simplicity. The focus is on improving customer service, balancing chatbots with human support, and advocating for transparent pricing practices. This initiative aims to alleviate frustrations and ensure that consumers feel valued, ultimately aiming to reduce the everyday hassles that cost time and money.
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Neera Tanden's Cancellation Struggle
- Neera Tanden spent 45 minutes on hold trying to cancel a newspaper subscription.
- She then had to argue with the representative for another 5 minutes to finalize the cancellation.
Customer Service Burden
- Tanden acknowledges that she had the time to deal with this, but many others do not.
- She empathizes with single parents and others who lack the time for such ordeals.
Easy Cancellations
- The CFPB will implement rules requiring companies to make cancellations as easy as subscriptions.
- For example, if subscribing takes one click, canceling should also take one click.