Think back to the last time you tried to fix something around the house that broke unexpectedly. What did you do?
Maybe you searched Google and YouTube and found some articles or videos. One or two might have been helpful. You might have searched a manufacturer’s website for a product manual or FAQ, and if things got really desperate, you might have called customer service or tried an online chat.
Or maybe you just went to a store to talk with someone face to face.
However you did it, it might have cost you a good deal of time and aggravation. Believe it or not, companies are aware of your pain and would like to prevent it. They know it leads to customer dissatisfaction, negative online reviews, and lost business.
They just haven’t found a good solution, according to Mike Betzer, CEO of Humanify, a Denver-based company that makes customer service and engagement software.
“The consumer revolution is here, and brands now realize it,” Betzer said. “They recognize it’s a problem, and they’re desperately trying to solve it.”
Read more at Xconomy.com.