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A comment on “Yes, I am human:” learnings from fast customer service via live chat.

Re:“Yes, I am human:” learnings from fast customer service v... by swombat on Friday January 21, 2011 @04:40AM (#2126948)
How do you deal with the constant distraction to the dev team? Must be quite bad if you have a lot of customers and a small dev team.

Having random people pop up on your IM client seems like the opposite of an environment that encourages a state of "flow"...

[ Parent | on HN ]
Re:“Yes, I am human:” learnings from fast customer service v... by manoloe on Friday January 21, 2011 @09:44AM (#2127459)
Our main objective is really to get to know our customers. We've been working on the platform for a fair amount of time, and we need interactions to tell us how we can make it better.

Also, we do rotate accounts among the team which helps some.

Finally, we don't see them as 'random people' -- we see them as developers like us, using a service we built. WE LOVE THAT.

[ Parent | on HN ]