I wrote a short entry recently on the UX of the contact feature, essentially about how sending email is more often than not a waste of time. Company’s keep putting up contact details but can’t follow through with “people systems” to actually reply to inquiries. In Taiwan, using Line or Facebook gets you far better results. In China, email doesn’t really exist and your life revolves around WeChat.
In my very very limited sample set, many of these types of problems in the past year or so have been with Canadian banks, who despite having created complex contact protocols to their staff (sales people disguised as advisors), have a terrible record of communication. Is banking in Canada still an in person business culture?
When finding financing for a home we skipped the email chain entirely and were personally recommended to someone in a bank in my wife’s hometown. A long expensive phone call later we gave her our life story, with a promise to continue the meeting in a couple of days. Having gone through this process before I know if she knew how to use her information system at her desk she would have most of the information she need within an hour but chalked it up to inexperience with international clients. She never did continue the conversation nor reply to further enquiries.
Contrast that with smaller companies we have been dealing with in Prince Edward Island who on the phone and via email have been more than helpful. One of which I will visit in person, despite not going forward with their offer, to thank for their help. Are the incentives different for those with small businesses?