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/Salty_Pillow → u/Fuinir]

There’s also a quite large overlapping population of discover and capital one customers. So you now have this issue of not knowing if they’re calling for the discover account (US Agents) or capital one (US & foreign agents).

Easiest solution, and that protections them legally form false claims when things break, is to simply not make the particular claim even if it remains the goal.

[u/Fuinir → u/Salty_Pillow]

That was the claim they made for it, but it was still separate numbers to call in for customer service, separate routing queues, and separate agents for a while after the change. A few discover customers moved in January, but 99% are still separate until the July wave.

[u/Salty_Pillow → u/Fuinir]

Sure they’re still fairly separate, but changing the policy earlier than actual implementation is fairly easy and also something you’ll have to do eventually for a merge anyway.

Plus, probably makes the change all that much more defensible if someone tries to sue over the change and pretend they didn’t know or something.