For any business, maintaining a touchpoint with customers is crucial. And when it comes to service-based models, who plays the most important role?
Customer support.
For large businesses, customer support can either be a major success or a significant failure. Recently, Netflix has been setting an example—but unfortunately, not in a good way.
Indian OTT platforms often face criticism for poor customer service. For instance, SonyLIV struggles despite its attempts to resolve issues, as they are frequently unsuccessful. Prime Video performs moderately well, thanks to Amazon’s responsive customer service backing it. However, Netflix has been making things particularly difficult for its users.
When it comes to phone-based customer service, Netflix users report being unable to even connect with executives, let alone share their problems. So, the next best option? Chat services.
But there’s a major hurdle.
The waiting time.
One user reported a waiting period of 43 minutes, which is both absurd and unacceptable. This kind of delay discourages customers from even attempting to report an issue.
So, Netflix, please take note—and fix this.