human experience Archives - Shep Hyken | Customer Service Expert

Technology is great… until it’s not. You are on a website. A little box pops up and there’s a picture of a customer service rep with a typed message asking if you need help. So, you type a question, and just a moment later you get a response. That’s the perfect scenario. But, what happens when the response is wrong? I was on a website looking for a camera for my notebook computer. The chat box popped up, asking if I needed help. I typed in a question about the camera and the response was about what computer I was interested in purchasing. I had no interest in buying a computer. The digital experience had gone awry. (more…)

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