Chatbots and hotlines: How best to register a complaint

For simple questions, like finding the right section on a company’s website, it’s often easiest to use the chatbot. However, experts recommend that you contact customer services directly with more complex issues. — dpa

BERLIN: Contacting and communicating with companies when you have a complaint is often anything but easy. Before being able to talk to an employee you usually have to make it past endless contact forms and chatbots, while helplines can leave you on seemingly endless hold.

“Complaints about customer services can be put into three categories: accessibility, quality, and documentation,” says Carola Elbrecht from the Federation of German Consumer Organisations.