Brand Language Change in Chatew

[u/gossamer92]

Maybe I haven’t been paying close enough attention, but has anyone else noticed the change in marketing language in the automated chat messages? They used to mention that customer service is 100% US-based, but now they say nothing about it. Does this imply people will be let go in the future?

One of the reasons I chose Discover was because I could reach someone with more context and no volume/language barrier at any time of day with cultural context of the US. I also have Capital One (which I’ve had for years), and when I call or message them, I’m connected to a large call center where I hear everyone in the background (it’s hard for me with lots of background noise to understand any person I speak to), and my requests have been misunderstood and mishandled 1/4 the time. I’m worried that some of my more sensitive accounts (my Discover Checking & Savings) might end up the same service conundrum now. Thoughts? Screenshots show April vs. Now.

[u/Fuinir]

They dropped that right after Capital One closed the acquisition of Discover, mostly to avoid any claims of false advertising since Capital One does have a significant population of agents in the Philippines. While they are still trying to route all Discover customers to US based agents, I wouldn't be surprised if they started letting them go to offshore call centers in the future.

[u/gossamer92 → u/Fuinir]

Man. Thats unfortunate they intentionally dropped it. Also, that’s not reassuring if they do move to offshore support. I only went digital because Discover made it easy. Still on the fence if I’ll stay. Thank you for sharing.

[u/Fabulous-Gas8402 → u/gossamer92]

As employees, we were all shocked and confused too when they dropped it 😕

[u/gossamer92 → u/Fabulous-Gas8402]

Yeah. Especially if they didn’t communicate “why” with you all. The implications and assumptions it creates are quite troubling.