Kobo has consistently been rated one of the worst companies to deal with for customer service issues. The Canadian based company realizes they are doing a poor job and are secretly developing a new program called “Click 2 Call.”
The Leaked document says “In our ongoing effort to improve our Customer Experience, we are pleased to announce the introduction of the next phase of our customer contact strategy: Click 2 Call. Kobo Customer Care will introduce this new approach starting with our customers in English markets, then expanding to include all our supported languages.” The aim is to launch this feature on March 20, however, as it is currently being tweaked and tested, the date could change.
What will this new program accomplish? Reducing call times: The agent will have all the customer’s information on hand and will not need to spend valuable time collecting it. There will also be Reduced hold times: The agent will be able to investigate and troubleshoot the issue prior to calling the customer. All of these new features collectively will make it easier on the customer to not always have to give their data out, each time they speak to an agent.
The new customer service portal is in testing HERE . Kobo has said “This Customer Care page has been live for the past 8 months. The new feature will further build on Kobo’s Customer Care offerings and will be added to the existing touch point you are mentioning – it is not new, but we’ll continue to add functionalities to provide the best possible service. We want to ensure that people have access to the assistance they need in the most efficient way possible, keeping them reading and enjoying their favourite stories.
The portal asks you for your Kobo account details and what version of the Kobo e-Reader or app you are using. Since Kobo devices are sold all over the world, it even prompts you to choose from a drop down menu where you purchased it from. There are different support options for you to correspond with agents. You can talk to them on the telephone, chat with them online, or engage in email support.
I think this new Kobo customer service solution is a step in the right direction. There has been a thousand horror stories of getting lost in the existing infrastructure. It is basically a merry-go-round of getting bounced to different tiers of agents, who often never return the calls.
Michael Kozlowski is the Editor in Chief of Good e-Reader. He has been writing about audiobooks and e-readers for the past ten years. His articles have been picked up by major and local news sources and websites such as the CBC, CNET, Engadget, Huffington Post and the New York Times.