This was the message that Google had on their customer support number when I tried to reach them today. Their app had suggested I call. However, they gave a memorable website for me to visit and it was one click to start a chat.
The chat connected within a minute.
The person chatting with me was responsive, polite, and helpful.
They asked for a phone number in case we got disconnected.
And they actually helped, and explained things to me… they were… HUMAN.
It was OK that they didn’t take calls. I understand that. In fact, since they were UPFRONT, it was better than having to wait for two hours to maybe talk to someone.
What’s the lesson?
- Sett appropriate expectations that you can exceed.
- Deliver on those.
- Design the support into the product.
Everyone ends up less stressed as a result.