Categories
Usability User Experience UX

Customer support on the march

You know that new thing where you call customer support and a robot tells you that there’s no need to wait; just leave your phone number and you’ll be called back in three minutes? So you do it, and three minutes later, the robot calls you back and asks you to hold while your call is connected? And then you sit on hold for twenty minutes waiting to get connected?

You know that new thing where you call customer support and a robot tells you that there’s no need to wait; just leave your phone number and you’ll be called back in three minutes? So you do it, and three minutes later, the robot calls you back and asks you to hold while your call is connected? And then you sit on hold for twenty minutes waiting to get connected?

[tags]customersupport, userexperience, badexperience, UX[/tags]

By Jeffrey Zeldman

“King of Web Standards”—Bloomberg Businessweek.

Hi! I’m a principal designer at Automattic, Inc. Also: Publisher and founder, A List Apart “for people who make websites.” Publisher and co-founder, A Book Apart—brief books for people who design, write, and code. Co-founder and co-host, An Event Apart UX & front-end conference. Faculty, MFA Interaction Design, School of Visual Arts, NYC. Host, The Big Web Show. Have written two books, notably ”Designing With Web Standards,“ currently in its 3rd Edition, and, on last count, translated into 15 languages and used as a text in 85 universities.