Re:Zappos CEO Tony Hsieh is stepping down after 21 years
by deepGem on Wednesday August 26, 2020 @01:14AM
(#24279346)
Precisely. I get that a large portion of the population just wants to pick up the phone and call but that can be totally avoided with so many messaging outlets today.
On the one extreme you can offer voice based support - Just blurt out your question to the phone, system does speech -> text and answers your question. Super super hard.
Interim at least you can offer support on Whatsapp/Facebook where someone can actually ask a question and get answered - a much better version of the chat bots that exist today.
How companies should do this: provide self-serve options for most things. Make the status of a long-running transaction transparent. Fix issues that cause people to call in the first place.
How companies actually do this:
IVR>You can find self service options on our
Customer> 0
IVR> .. site to check your ...
Customer> 0
IVR> ... transfer funds and ...
Customer> 000000...