Silicon Valley Musings

Robert compared Microsoft and Google’s automated switchboards.

Several people commented that talking with a person is much preferred. I agree. In this day in age, a company should have all of the information that can be retrieved from an automated switchboard system easily accessible on a company’s Website. All the easily automated transactions (e.g. monthly billing reports, updating your credit card number, etc.) should also be easy done on a company’s Website.

I call a company when my situation is so unusual or complex that it can not be automated. I call when the circumstances are so dire or my frustration level is so high (e.g. my service is so screwed up, I have been stranded without a flight or room has been cancelled, etc.) that dealing with an automated phone system is the last thing I want to do.

Zappos gets this. They have decided to compete on service, not on price. Everyone in the company spends six weeks on the customer service phone lines. The customer service representatives are friendly and empowered to help their customers.

The Internet has made it possible to automate most interactions, but sometimes you just want someone to answer the phone.