LinkedIn "Anti-Customer" Experience
Grace Ghunaim
Full stack Brand & MarComs Strategist | C-Suite Advisor | Growth Driven Strategic Storyteller
As usual, Microsoft strikes again to win the world's worst and most rigid customer experience.
?My disappointing encounter with Microsoft this time happened through LinkedIn.
I think I mentioned before that I am trying to get back into networking with my professional community in Dubai to further build my connections as I, now, work in the cybersecurity industry which has a growing number of women leaders that I'm interested to get to know.
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LinkedIn has been badgering me with "verification" for the past year and I finally decided to give it a go!
So here I am, a Canadian expat living in Dubai for the past three years, and super excited about verifying my presence on the world's largest professional network. A few clicks here and a couple of fields to fill there, then BAM, LinkedIn is unable to complete the process!
See, the verification process in the Middle East happens through a third party called Persona, and this platform does not have my Canadian passport on the list and I require my NFC enabled passport to complete the process. So I thought I'd read more, to find out that there is a specific process for American and Canadian passport holders through a third Party named CLEAR.
?Hoop de doo, I started the CLEAR process and could not complete it because I am not based back home anymore.
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After running out of options, I thought to myself, LinkedIn has to have a solutions!
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Someone, somewhere in the LinkedIn/Microsoft chain of command must have thought about this hurdle for North American expats to be verified, so I got onto the chat option on LinkedIn to talk to customer service.
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It took me forever and major huffs and puffs of frustration to get to the chat agent. I'm always number 1 in the chat queue and then the chat abruptly ends without an agent showing up! I send an email instead to the customer service team and don't even receive an acknowledgement email.
After a couple of days of trying, an agent shows up and I am in celebration mode. The tone is rigid, short and stand-offish. I share my concern and after exchanging my information and sharing my story, the answers they provided were a bunch of help links that I already read and finally the last blow of -SORRY THIS VERIFICATION IS NOT POSSIBLE-
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As simple as that!
I licked my wounds, reminded myself why I try to avoid using anything Microsoft like it's the plague and decided to write to Apple and ask them to find a customer friendly Networking solution to compete with the lazy approach LinkedIn/Microsoft has taken towards their customer experience.
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That's all for this week. Feel free to share your disappointing customer experiences with me. I am all ears.
Chief Commercial Officer | Marketing & Strategy Leader | Advancing AI-Powered Creativity at Euryka AI
10 个月Hamstrung by their legacy, it will be a while before their products and services can achieve the agility and nimbleness of their lesser known competitors. As far as I know, LinkedIn does not have a direct competitor, so you hang in there till someone else comes along and disrupts the space. I think LinkedIn and Hotmail (YES. I'm one of those) are the only MS products I used now. Moved on to Google alternatives for all my docs, spreadsheets and decks. No complaints so far.