When it comes to customer support, a human who promptly answers the phone, expresses empathy and provides a swift solution is all that we need. Right?
Recently my family ordered Guess Who?, the board game first released in the United States in 1982. It was a staple in my childhood and when my daughter was introduced to the game at a friend’s house recently we knew we needed one of our own.
The problem was ours arrived with a missing set of people cards.
Inside the box, on the game instructions, was a customer support number.
I called. What a novel idea!
A nice person at Hasbro answered, apologized for the inconvenience and very promptly confirmed that a new game would be shipped to us. We’d receive it within 7-10 business days, they said.
4 days later our new game arrived, exceeding my expectations.
No chatbots.
No chat boxes.
No interactive voice response.
Just a human, helping another human, due to human error.
Isn’t that all we really need?