A smaller, leaner customer service budget can be used to man Facebook and Twitter, which means more profit for big companies.
Customer service staff manning phones and email addresses is extremely expensive and require extensive training.
On a lark, I checked Yahoo’s ‘View your recent login activity’ link.
Upon getting home I went about securing my account.
You can’t press 0 to push through the system, so we chose Mail Premium Billing. We were told the wait time would be two minutes, but the call was disconnected after we’d been on hold about a minute.
We called back and pushed through the entire system again and the call was disconnected again.
They even offer driving directions from San Jose and San Francisco. If you need help from a specific Yahoo department, such as the Small Business or Advertising departments, it is best to visit the main page for those divisions rather than searching for help on the main page of Yahoo.
But I did take time to quickly tap out a response to people who replied to the spam coming from my hijacked account. Because took the time and effort to give me a heads up that I had a problem. I figured these people knew they’d been compromised and I didn’t need to respond.
Here are the two important lessons I learned as a result.
Yahoo could be considered the second fiddle to Google in terms of Internet properties and ad integration.
We were never able to find a main customer service phone number so we gave billing customer service a call.
The call was immediately answered with a warning message telling us we would have to wait a LONG time to talk to a representative.