When a company makes changes, they should think of all customers. Not everyone can adjust easily. For example, our company now requires customers to approve or deny an OTP when they call in. While it helps us verify faster, many struggle with it. Some don’t have cell phones or texting. I feel like It’s not fair to make it harder for them. I believe updates should work for everyone, not just for convenience. What do you think about this?

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Oddly enough, we just started implementing this, too, and customers are NOT responding well. A lot of them think it's some sort of scam despite the fact that they called us. I'm definitely on your side with this one and I deeply respect the fact that you're considering the ones potentially not handling it well. Says a lot about you.

Right? I feel bad for some customers who struggle to switch between screens on their phones while calling. It makes things harder for us too, because they get frustrated, and we end up spending time calming them down before we can even start helping. And that time? Yep, it hits our metrics too.

You’re absolutely right to flag this. Convenience for the business shouldn’t come at the cost of inclusion. OTPs are great if everyone can use them. Otherwise, we’re unintentionally shutting people out. Has anyone brought this to leadership's attention or inquired about exceptions?

I wonder the same thing sometimes. It feels like the people making the rules never actually deal with customers themselves. They have no clue what it’s like on the front lines.

I agree in principle, but with something like this, I'm on the company's side. You can't justify keeping the verification process stuck in the 1980s because a few people out there might not have cell phones. There isn't any one-size-fits-all solution here, so they've got to do what's best for the company and the majority of customers.

I agree with you, it’s impossible to make everyone happy. But still, companies could offer some alternatives for those who struggle with new technology. A little flexibility can go a long way.

I definitely agree with you and I do think, for the most part, companies do try to think of the large majority of consumers. However, they can't please everyone. That does sound very challenging though and I don't blame people for being frustrated.

It mostly affects elderly who find new things challenging. I hope there would be some solutions in future for them.

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