28 February 2017
Abolishing Yourself - Time to End the Procrustean Bed of Customer Service
By Dmitry Bagrov
In his regular blog post in Huffpost Tech UK, Dmitry Bagrov, Managing Director at DataArt, UK, suggests a new direction in product design: intuitive systems that would allow to make customer support a thing of the past.
“I propose that firms set as a goal the abolition of their customer service departments and, counterintuitively, aim for minimal contact with their customers, in its current form.
Products should be intuitive to use and not necessitate calls to customer service. Self-explanatory and flawless systems are yet a stuff of legends, but nevertheless it is the goal - to make things better for clients.
Voice recognition software such as Santander’s and voice assistants (think Siri or Alexa) should be leveraged by customer service departments to dramatically scale down the amount of time clients have to spend either with people, or jumping through hoops just to get a solution. Instead of having to remember that seven-year-old PIN or the answer to some unknown security question, an effective system would identify you on the basis of voice, tonality and the device you are using.”