IMHO the need to call customer service is often, in reality, a failing of UX — a bug, or an explicit decision to employ a dark pattern. ‘Why is my account not letting me do x or y’: bug. ‘Why can’t I cancel or step down on the website?’: dark pattern. ‘Why can’t I schedule this appointment right now’: UX failing. Why do they persist? I just want to do a thing, but you force me to call, when it’s a very simple transactional task. I’m not saying we don’t need to call a human occasionally, but that should be about discovery, or sales, not ‘fiddle with my service’.
No comments yet. Log in to reply on the Fediverse. Comments will appear here.