#selfserve — Public Fediverse posts
Live and recent posts from across the Fediverse tagged #selfserve, aggregated by home.social.
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Many companies offer a self-serve website and a call centre.
I researched why some customers use a website when the call centre is open. It could be:
• Privacy. Calling where others may overhear.
• Policy. Phones at work are banned.
• Hedging. Use website WHILE waiting on hold, until a call-centre rep answers.
• Barriers. Poor language skill or speaking ability.
• Cost. Phone, fees.#UX #UXResearch #UR #language #ESL #privacy #speed #wait #CallCentre #CallCenter #website #SelfServe #support