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While traveling overseas, I ordered delivery from a sushi restaurant. A few things impressed me:

  • Close to 0 wait time on hold
  • Reliable time estimate
  • Good suggestions for what was available, even from a difficult menu

Then there were a few things that were troublesome:

  • The requirement of having a local number (no overseas phone numbers)
  • A telephone menu
  • No app or website to track progress (linked to the first point)

What would have made it perfect?

  • Using WhatsApp for communication
  • Well, not requiring a local number
  • Automatic language selection based on the number I dialed from

I’m excited to see where this company takes quality and customer experience in 10 years.

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Independent daily thoughts on all things future, voice technologies and AI. More at http://linkedin.com/in/grebler

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