My FCR and CSAT is destroyed due to the recent tech issues. I cant set up a simple return or run the damage tool to help customers. I was at 76% on FCR and I have dropped all the way to 40%, my CSAT is at 30%. The amount of tech issues lately is insane and its unfair that the customer service employees are paying the price. We should be told why these issues keep happening. They are letting down customers and the employees. They need to get rid of service hub. Enough is enough Wayfair, and explain to us why these issues are so ongoing.
11 replies (most recent on top)
Tech issues are insane, cant even set up a return.
Been at Wayfair for eight years. This isn't new: our systems have always su-ked. It really is mind-blowing that they pride themselves on being called a tech company. The fact that everybody's metrics are dramatically impacted by tech failures seems not to bother leadership. It's a dreadful place to work and like so many others, I'm desperately trying to get out.
Hi, former Wayfair IT guy here. Myself and my team were responsible for holding engineering accountable for all this sh---y code in ServiceHub that was causing the near constant issues during and sometime after quarantine. Every single one of us who had fought tooth and nail for change has been laid off. There is nobody there who has the expertise, or frankly the time or drive to attack issues like this at this point - they can only tread water. You are on your own.
It’s cause they fired all the good tech people
Yes please tell us of another platform were we can discuss the challenges in our jobs.
Is there another platform similar where we can start this type of discussion sharing? If so, please share.
This website is a platform to provide updates on layoffs that are occurring in Wayfair and other companies, not a platform to vent about challenges within your job position. That seems to be getting lost on Wayfair related topics.
This is insanity, we cant use any of the tools to do our jobs. Meanwhile our metrics get destroyed and we get put on performance plans. How is this fair?
Having one as I type this. It’s every fricken day. As well as back to back calls all day. What happened to the staff?
I agree 100% with what you said, enough is enough. If you are gonna give us insane metrics its Wayfairs responsibility to have functioning systems. I dont know how they can mess the system up as much as they have. Service hub is a disaster and no one in management is willing to accept this. How many more issues can they throw at us? Only people not getting affected by this in customer service are the people that arent wrapping.
Yeah, you tell em! Fight! Fight! Fight!