RE: Anyone have any non-very-techy support sites they like?

Subject: RE: Anyone have any non-very-techy support sites they like?
From: <Brian -dot- Henderson -at- mitchell1 -dot- com>
To: <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Fri, 6 Jan 2012 08:54:00 -0800

Yes. Phone support (or any type of labor-intensive customer interaction)
drives improvement.

We have a big customer support department, and we're constantly urged to
make improvements that decrease customer calls. They are expensive. In
the old days, when customer support was basically the Sales department,
a frequent and intentionally humorous statement around here was,
"That'll get fixed later."

-Brian H.

-----Original Message----- From: Dan Goldstein

Vonage might not want to hear this, but the best consumer-level one I've
seen is Amazon, for the simple reason that if you can't find an answer
online, you can get an immediate callback on any US phone number you put
in. I'm sure that isn't cheap to implement, but it's highly effective
for the consumer, and it motivates the company to optimize the online



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RE: Anyone have any non-very-techy support sites they like?: From: Dan Goldstein

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