Worst Customer Engagement Post Delivery process

I gave NykaaFashion six chances this week. They used all six to drop the call. ->Press 9 to speak to an executive. Call drops. 😏 ->Call back. Press 9. Drops again. ->Find a back route through the IVR. Finally get through. ->Average wait time to connect customer care is 10-15 minutes. 🤯 ->Last nail in the coffin, Customer care asked me to send the pictures via email to support@nykaa.com as there is no flow he was aware of from the App I was like, "Are you kidding me?" 🤔 All I wanted was a replacement. The product I received looked nothing like what was on the app. As a Product person, I have been writing about customer experience. I think about it every day. I understand the operational complexity behind support flows, the cost of live agents, the pressure on teams to manage volume. I understand all of it. And I am still not ordering from Nykaa Fashion again. Because understanding why something is broken does not make it less broken. The data on this is clear. 96% of customers who experience high effort to resolve an issue become more disloyal. Not disappointed. Disloyal. It is not the dropped call that costs you a customer. It is the message the dropped call sends: your time is not worth protecting. That is a CX decision. Even when nobody made it deliberately. #CustomerExperience #CX #NykaaFashion #ProductManagement #CustomerJourney #BuildingInPublic #FutureOfCX #UX