SHOOUT is a consumer site where consumers can voice opinions about the services they have received from companies and organisations they deal with daily.
Consumers are often very frustrated by the customer service they receive when contacting their service providers. A common complaint that we see repeatedly is that since the COVID-19 pandemic, there has been a marked change in how companies interact with their customers. Person-to-person contact is now almost non-existent, and consumers are often referred to websites, Apps and Chatbots that are not fit for purpose and often do not adequately address the consumers’ needs.
This unacceptable practice needs addressing, and companies who use them are not providing the customer service required to support their customers. Many elderly and vulnerable consumers cannot use websites and Chatbots to resolve consumer issues, as their website and Chatbot solutions are based on preset scenarios that often do not solve every problem. Still, there is usually only one alternative, and that is making consumers wait for unacceptable amounts of time to speak with someone.
One can only conclude that the benefit for companies operating in this way is they do not have to employ staff in call centres, thus making substantial budgetary savings. However, a consequence of these cutbacks is consumers suffer and to receive the customer service they expect and pay for.
There has recently been a massive backlash from consumers being made to use self-service checkout in retail outlets, which is a similar concept to the driving of consumers to online websites where they are made to log into accounts they have to create to do the work that was once undertaken by employed, experienced customer service personnel.
Our SHOOUT website will highlight companies operating their businesses in this unacceptable way. We’d like for you, the consumer, to SHOOUT about your own experiences and their impact on your day-to-day life, having endured hours of unnecessary administration work that these companies should undertake within the price you pay for buying their services.
Part of what we will do is help consumers campaign for better service and highlight this to the Chief Executives of the companies you, the consumer, bring to our attention having received poor service based upon a lack of customer care or attention.
There are hundreds of household brands listed on our website, but we want you to help us add more if you feel you haven’t received the service you have paid for. On the website there is an ‘Add A Company’ request. If you fill out the ‘Add A Company’ and send the request to us, we will send you an email or message back to tell you when your request has been actioned.
If this sounds all too familiar to you we want you to SHOOUT ABOUT IT!