I work the online sales call center for a clothing brand.

Caller: “I’m trying to buy something on your website.”

No more information is forthcoming.

Me: “Okay, how can I help you?”

Caller: “I’m trying to buy something on your website! What do I do?”

Me: “What would you like to buy?”

Caller: “Shoes.”

Me: “If you hover the cursor over ‘Women’ at the top bar of the website, a sub-menu should appear with categories. Select ‘Shoes,’ and you should see our range.”

Caller: “Can’t you do it for me?”

Me: “No, ma’am. I’m just talking to you over the phone. You need to navigate the site yourself.”

Caller: “Okay, is it this one?”

Me: “I can’t see what you’re referring to, ma’am.”

Caller: “Wait, you mean you can’t see what I’m doing?! But I’m on your website!”

Me: “But I can’t see what’s happening on your computer screen.”

Caller: “When I go into the store, you people come up to me all the time and offer help! This should be no different!”

Me: “Again, ma’am, I can’t see you because you’re online. It doesn’t matter if you’re on our site or not; I can’t monitor your computer’s activity.”

Caller: “I thought this was the online sales number! If you can’t see what I’m doing, then what even is the point of you?!” *Click.*

Did she think accessing our site just allowed us to remote into her computer? The level of understanding these people have when online… no wonder so many fall for scams!