Why do simple customer service requests take so many steps now?
I had a small billing issue recently that should have been easy to fix, but it turned into a full process of chatbot loops, waiting for a real person, repeating the same information, and being transferred around. What surprised me was that nobody was rude or unhelpful. The system itself just seemed designed in a way that made a simple request take way longer than necessary. It made me wonder if customer service has become harder because agents have less power to actually solve things, or because companies are relying too much on automated systems that don’t handle edge cases well.