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> the ability to reply via email doesn't guarantee my communication will be dealt with in an appropriate or timely manner. If they're too incompetent to handle
by prodigal_erik 17y ago
> the ability to reply via email doesn't guarantee my communication will be dealt with in an appropriate or timely manner.
If they're too incompetent to handle email, I won't expect timely or appropriate action from them no matter what I do, and I'll regard doing business with them accordingly.
- Torn 17y agoHaving a single email address at the top of an email, necessitating parsing or eyeballing the content to understand the intentions and then forwarding it on to the appropriate people is surely more work, and less efficient, than the alternatives. It's conceptually easier to streamline support via a guided on-line process or knowledgebase type repository. Users can often answer their own questions, or if not they can at least be pointed at the appropriate department. I'd go as far as to say a large retailer would appear more incompetent if my only access to support was via a single email address.
- numlocked 17y agoI completely agree if the email was the only point of access, but forcing customers onto a site is a classic case of forcing customers into a work flow that makes sense for the organization instead of providing tools to work with the customer's natural work flow.