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It's good CX (Customer Experience). You have to look at the holistic experience.
by turnsout 3y ago
It's good CX (Customer Experience). You have to look at the holistic experience.
- stavros 3y agoWould it be worse CX if I had to click a button labeled "this didn't work" on my order, and they shipped me a new one? I think it would be strictly better than trying to discover how to do that with language.
- turnsout 3y agoThat would be better CX—chat UIs don’t have any inherent advantage when it comes to the quality of the experience. It’s all contextual.
- stavros 3y agoThen I don't understand your comment. You seem to agree with me, but your comment reads like a correction.
- turnsout 3y agoSorry, I was too terse—I was just observing that it was a combination of policy and UX that combined to create a good CX. You’re right that it’s not necessarily the chat UX that led to the good experience, but it also was not purely policy.