Re: UKNM: Fulfilment hell

[Peter Borg]

--- Fiona Campbell-Howes <

fionaquinquireme [dot] com

> wrote: 

> Or better still, a choice of online text chat with a helpdesk

> person, "call-me" button or decision-tree-based problem diagnosis 


How about just a phone number? One of the things that irritated me

the most was that I couldn't just pick up the phone and call HMV

about the order. The email response I got was far from satisfctory,

but I just couldn't be bothered to push it.


So I went elsewhere and the lost my business.


Fair enough, many users can't connect to the internet and make a

'phone call at the same time, but that's going to be less of an issue

going forward.


The chat button is a really good idea. I've only come across it once

- at lastminute (boo,hiss) - but couldn't get through. Don't know if

this was because of our firewall, their server, or just that no-one

was available. 


This also requires some typing skill to be effective.

One-fingered-keyboard-user bloggsj who surfs a bit and has bought a

book and a cd might get fed up with it just because he can't type

quickly enough.


The decision-tree stuff can be good, but has to be extremely well

planned, and written in terms the real-life user will cope with

rather than in terms that someone who is involved with the product

finds obvious. Otherwise people use it once and never again as they

don't find the answer they want.


M$ products use this idea in their "troubleshooters" but the few

times I've used them they've just annoyed me as they didn't have the

answer I wanted. Doesn't mean it wouldn't work if properly done

though.


Peter.



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