新华时评·民生无小事丨“转人工客服”，少打弯弯绕！

Core Insights - The article highlights the inefficiencies and frustrations associated with the current state of customer service, particularly the challenges faced when transitioning from automated to human customer support [1][2] - It emphasizes the need for companies to adopt a consumer-centric service approach to enhance customer experience and address the issues related to "turning to human support" [1][2] Group 1: Customer Service Challenges - A significant portion of consumer complaints during the recent holiday period was related to poor customer service, including difficulties in reaching human representatives [1] - Complaints regarding automated customer service systems have surged, with a reported 56.3% year-on-year increase in related complaints in the e-commerce sector for 2024 [1] Group 2: Recommendations for Improvement - Companies are urged to optimize the process for accessing human customer service, including simplifying procedures and implementing features like "one-click transfer to human service" for vulnerable groups [2] - It is essential to clearly define the roles of automated and human customer service to improve efficiency and responsiveness to consumer needs [2] - The article stresses that the core mission of customer service should be to resolve issues effectively, rather than using automated systems as a means to avoid direct customer interaction [2]