Sunday, February 28, 2016

Customer Service - How not to do it

In the day of omnipresent internet, mobile, social media and instant gratification, customers crave for instant answers to their questions.  If the product doesn't speak to you (either by being intuitive or by literally speaking to you), the product doesn't fly. 

I recently stumbled upon a product that literally asked the user to send an email to obtain installation instructions or get questions answered.  Duh!  Are we in the 19th century or what? 

The picture above shows a card that was attached to a hammock I recently bought.  The design is pretty close to being intuitive but can be confusing when it comes to attaching the ropes.  I expected to see instructions printed on the card but all I find is an email address.

What happened to printed instructions?  It could be text or pictures.
What happened to a web site with a user guide?  Video or text or a downloadable document.
What happened to an instructional video on youTube? 

Companies need to embrace the current trends in marketing and attracting customers.  Not just stay in the 19th century. This is such a simple product, a few drawings showing how to tie the ropes would have sufficed.  But the company wants an email from you.  I wonder what happens if they get a million emails from their customers.  Think of the cost of answering them (nope, I don't want a robotic reply) versus a simple illustration on the card attached to the product.

Everyday, I learn something new. In this case, a 'what not to do'.