Free form interaction
I really love Jamie’s idea here about customer surveys and interactions. What he proposes is totally possible with current technology AND seems to have a very clear path to profitability…
I have written a few posts (here and here) in the last few months about my gripes with company surveys. Beyond just customers surveys I have started to broaden my thinking around overall customer interaction with a company.
Just the other day I got an email from Jetblue after my flight “from the CEO” but in reality it was at one of those no-reply emails asking me how my flight was. It had a link to a survey and another link to customer service if I had issues I wanted dealt with immediately.
I think it would be pretty simple to create a automated process that allows for free form emails to be written to the company. Instead of all of these links and complex survey questions just allow me to say, “it was great” or “it sucked because the staff was mean”.
For simple things the automated system could pick them up and place them in the correct buckets. For exceptions, they could be kicked out and shown to a human for determination of which queue to send them to or what rating they gave.
Doing free form would greatly increase the number of people that respond. Also by reducing friction I think it would also increase the relevance of the responses. Additionally there are other interactions that between customer and company would foster out of the use of free form responses, making interaction a lot more fulfilling.
Currently at PhoneTag we only talk to our customers in this way, the one thing we are missing is the automated part as all of the responses are looked at by our team. By handling the interaction this way see issues very fast and constantly have a real time temperature of customer satisfaction.
Just one more thing that if I had some more time I would build and launch…
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henrysztul reblogged this from siminoff and added:
really love Jamie’s idea here...interactions. What he proposes is totally possible
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