Question: We have an automated password reset feature that works. Since this has been implemented, we receive *more* phone calls with people requesting us to walk them through the password reset process which is automated.

Our customers literally ask us "should I click the 'I forgot my password' button?". When we say, "Yes", they then ask what they should type in for email...

Once they get the password reset link, they'll ask what they should change their password to.

Do companies with automated password resets even answer/return these calls?

How do we handle this increased workload? 

We literally have to GoToMeeting with customers to see what they are doing that could make it so confusing - this is a 20-30 minute process. This is not sustainable and we are looking for other options.

Any help is much appreciated!

Answer: 
> 
> Do companies with automated password resets even answer/return these
>  calls?
> 
> 
> 

only the ones that want to make their customers happy. 

> 
> How do we handle this increased workload?
> 
> 
> 

Write a better script for the folks taking these calls to use to help customers through resetting their passwords. 

If you actually have to see what they are doing, then your process is too difficult (for you and likely for your customers). You may need to spend some time simplifying it. Perhaps a written How To document with pictures that you could send to customers would speed things up.

Alternatively, outsource these calls to a facility with more capacity or bring on some temp workers until the requests die down.

You call this "an automated password reset feature that works". While it might work functionally, your customers seem to be hinting that it *doesn't work for them*. Somewhere along the line you seem to have an ease-of-use issue.

You might be well served to find out why it doesn't meet their needs, so you can improve the feature next time. I'm also guessing that you didn't perform any Beta testing of this new feature to see how your customers actually handle it in the wild. That might be something you want to consider for the next time around. A few dollars invested in professional testing might have prevented this situation.
If adding the automated tool has ***increased*** the need for hand-holding, then the customer interface of the automated tool is not user friendly and is poorly designed.

You, in customer service, have to be the data collection point. You can identify and quantify the problem ("The tool is confusing the customers, they call to get help on how to use the automated tool"), and you can record, very easily, what they are struggling with and their feedback on why it isn't clear to them. Once you've recorded the actual data on the problem, those in charge of design can make changes that will directly impact the problem.

Your continued data collection can validate that their solutions have improved, made worse, or had no impact on the problems.

The tool is supposed to reduce the amount of interaction you have to do on this specific issue, it is clearly having the opposite effect. Instead of my just advising you on how to handle the callers, you can be crucial in focusing in on and addressing the problem.

Taking this approach will turn heads. You are looking at a personal work issue from a larger, strategic perspective, you are finding ways to identify specific problems in a way that others can see it is an actual problem, and in a way that they can address the problems. All of that should lead to better service for the customers and reduce non-value-added service time, helping your company's bottom line.

Holding seminars that teach the customers to figure out the interface, instead of changing the interface itself is, you are correct, a band-aid solution that will never end, unless you don't have future customers.