As a Roblox developer, it is too hard to understand the implications of the canned responses sent by the Roblox customer service team at times.
While having a library of pre-written responses can be useful in addressing general inquiries, they may not always be relevant or applicable to rare or unusual cases. This can result in confusion and frustration for the customer.
In my experience, I have often found that the canned responses received are so irrelevant to the inquiry that it raises questions about the English fluency of the customer service representative. While I have examples of cases where canned responses should not be used, I prefer to keep them confidential and discuss them privately. If you are a staff member interested in learning such cases, please private message me. However, I understand that a fluency issue is not the case and that a lack of relevance is due to the limitations of the automated response system.
As a result of this, I would like to suggest a policy in which canned responses are dropped and manual responses are used when the pre-written responses are no longer applicable. This approach would ensure that customers receive personalized and relevant responses to their inquiries, improving the overall customer service experience.
In my interactions with the customer service team, I have observed that the use of manual responses is only initiated when I specifically request it. This approach is not ideal as it should be evident when a manual response is required to effectively address the customer’s inquiry.
If this issue were to be addressed, it would significantly improve my customer service experience as the policy being followed is typically deemed as bad practice in the customer service field.
It is important to keep in mind that the ultimate goal of customer service is to effectively resolve the customer’s issue, not to simply close tickets as quickly as possible. The customer service experience should prioritize creating a personalized and human connection with the customer, rather than giving the impression of a flawed automated system. Focusing on resolving customer issues in a prompt and effective manner will lead to increased customer satisfaction and loyalty.
I am currently experiencing unacceptable delays in receiving responses to multiple tickets, despite being instructed to wait up to 48 hours in a misleading, canned responses. It has been several months, which is unacceptable and a reflection of inadequate customer service practices in the tech industry. I intend to provide a negative rating for this extended waiting period at the closure of the ticket. Such prolonged waiting periods are unacceptable and do not meet the standard of competent customer service.