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People are citing best-case rare companies here like they help deal with the default case crap. It’s nice that your favorite product has wonderful customer service. It’s not part of the problem and likely not a generalizable solution.
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Customer service phone lines are the seedy underbelly of the under-the-API economy. Every minute you spend on hold waiting to talk to somebody who can help you is time spent in hell on earth. And there’s no exit. Even listening in feels toxic in a second-hand smoke way.
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I built a thing that waits on hold for you and it worked with 75% success in social services (a use case that I'll argue is on the more negative extreme). There needs to be more interest in IVR UX among tech folks. It's a standard interface, rarely utilized or considered.
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Oh I agree, I'm not arguing it's a technical problem (though the callback thing has an easy technical solution). Rather I'm saying this is a part of customer experience where there's rarely information symmetry, but it could be gathered and disseminated (think Google wait times)
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