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Might be a European perspective, but I wonder how much a "right to speak to a human" would improve Bit UX as a 2nd order effect. Like, after a certain amount of
by igorkraw 4y ago
Might be a European perspective, but I wonder how much a "right to speak to a human" would improve Bit UX as a 2nd order effect. Like, after a certain amount of revenue, your 1st level support needs to be able to be able to( or forward you to someone who can) do every possible interaction that is possible on your system, within 5 or 10 minutes median waiting time, with some simplicity constraints on basic things like cancellation (including a ban on upselling, delays etc), written with a "spirit not letter" style like GDPR. Either make a very expensive callcenter or a good UX
- t_mann 4y agoI think the problem there is that talking to a human per se doesn't help much, if said human isn't qualified (and that might be for reasons as simple as not speaking/understanding your language sufficiently). I've had interactions with human call center agents for things as simple as rebooking a flight that could have been taken straight out of a Kafka piece.
- Ekaros 4y agoYeah, first the human have to understand the problem. Then they must have capability and rights to solve it. Want to solve it might be less important. But the metrics driven environment we are means they sometimes aim is not to fix issue, just have it look right in metrics.