Drop the live help?

2 Aug

Please support the cartoonists behind this comic strip by providing your patronage.Harvard Business Review recently published a report that contradicts the notion that customers want to speak with the businesses involved in their lives. Statistical analysis revealed that customers really did not care one way or another about live service or self-service options. They concluded that customers DO NOT WANT A RELATIONSHIP WITH THE COMPANY. (I wonder why?) Instead, they would rather find the solution to their own problem and in a way of their own choosing.

Seems like this is a good bullet point for open sourcing problems in virtualĀ  forums.

HBR: http://blogs.hbr.org/cs/2010/07/why_your_customers_dont_want_t.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+harvardbusiness+(HBR.org)


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