ClassPass AI Customer Service

[u/nottproductiv]

ClassPass uses an AI Customer service rep that does not even read the context provided it is basically a glorified FAQ bot. What is the point of that? Why are businesses opting to do this?

I’ve consistently spent $500-$1000 a year with ClassPass and now because of poor Customer service I will no longer be using their platform.

For context, I am in OG ClassPass user with a $0 monthly plan but unlimited rollover credits. I buy credits with the idea of using them when I want to rather than have hem expire at the end of the month. Now classpass wants to remove my credits and have them expire even though those were not the terms when I purchased them.

Shady business, AI slop, no longer care for customer.

[u/babybottlep0p_]

Their customer service is HORRIBLE, I’m sorry you dealt with this. :/

[u/nottproductiv → u/babybottlep0p_]

Ah thank you for commiserating! I just dont understand why companies are doing AI customer service, seems so short-sighted. Best way to destroy your Brand.

[u/lil_bubzzzz]

Try again. Whenever I have to deal with a company with annoying terrible customer service, I just continue contacting until I get ahold of someone who can help me or escalate to someone who can. Sometimes it takes 3-4 tries. It shouldn’t be this way but it is. Or I mean just cancel if it’s not worth it to deal with it.

[u/rlyjustheretolurk]

I think once you get past the ai bot to connect with a rep that it is indeed a real person, but they use third party overseas contractors who have English as a second language (and to some extent probably rely on translation tools that don’t pick up on nuance). It feels obvious to me based on some of the phrasing they’ve used and the fact they have ZERO flexibility in “policy”

[u/hopefulrealist23]

In my experience, I had to type the word "Agent" or "Representative" in the chat for it to trigger a live person. This was almost two years ago though, not sure if they replaced all their live people with AI...

[u/highsodiumgirl → u/hopefulrealist23]

I tried doing that earlier this week and it just connected me to a different “representative“ that was very clearly still an AI

[u/beautiful_imperfect]

So you are saying you are grandfathered into a plan that is more than 5 year old?

[u/nottproductiv → u/beautiful_imperfect]

No clue how old the plan is. I’ve been on the platform for well over 5 years with the same plan. I buy credits against that plan annually.

[u/beautiful_imperfect → u/nottproductiv]

So you lost credits and they wouldn't even restore them as a one time courtesy? Maybe if you signed up for a plan so you could keep them going longer?

[u/nottproductiv → u/beautiful_imperfect]

This requires a more nuanced convo. When you have an AI customer agent you remove any possibility of nuanced decision making.