Your Call Is Important

It’s not.

What you’ll say about us is.

The outcome of that interaction is important.

We don’t say “your email is important to us” or “your tweet is important to us”. The only reason we say it to you is that when you’re waiting on the line, nay, FUMING on the line, it’ll ease you. Maybe it worked 20 years ago. Now, it’s a euphemism.

Maybe we should start be more honest. “We’re handling too many calls that we can deal with, which is why you’re waiting… oh, and this is why it’s more than we expected. Oh, and why don’t you talk to this bot to see if it can figure things our while you wait for a live person.”

There’s a lot we can do to make the interaction with our customers better and unique, especially if they’re calling us.

Hello from Xperience19!