Column 2

Sandy Kemsley

links for 2007-01-12

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Curiously I came across two references to gethuman.com in my browsing this morning. First Sandy Kemsley had included a link in one of her link posts and then Colin over at Bankwatch posted this nice summary - ‘gethuman’ standard and some thoughts on ... Read More

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Sandy
What do you think of the whole gethuman thing? I posted about it here on my other blog. I think the challenge is helping customers get done what they want to get done. If a system actually did those things it would be fine. They want people, at least in part, because the systems are no good. For instance if would sure be nice if IVRs worked like this.

I have a huge preference for doing my own customer self-service on the web, so the only time that I ever call a customer service line is when I absolutely need to talk to a human. That means that I'm always looking for the 0/#/whatever it takes to get me out of menu hell and talking to liveware. If I wanted the functionality of the IVR, I'd do it on the website.

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