Posts Tagged: email

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31
Jul 08

About Phone Support

Sarah from 37signals says phone support is a bad experience:

Phone calls require you to stop what you’re doing, go to a quiet place, and concentrate. It requires waiting on the line, listening to hold music, being transferred and possibly having the call lost, all so you have to start over again. You can’t share a phone call with your colleagues, you can’t get someone else’s input or feedback.

…

We get requests every day from people who don’t think email support will cut it and demand a phone number to call us. Their worries are assuaged when they get a reply from me in less than 15 minutes that is informative, helpful and obviously written by a human being. It’s absolutely 100% possible to provide excellent customer care without a phone or phone number, and our company proves that daily.

Their support ticketing system? Gmail.

 

 

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3
Jul 08

The Value of Email

Merlin Mann, in his regular elegant style, says “Organizing your email is about as useful as alphabetizing your recycling.”

He quotes the NY Times, who had a great infographic showing that a large part of your office time is lost to “Interruptions by things that aren’t urgent or important, like unnecessary e-mail messages” and Merlin then asks this question:

What does a company get out of its employees spending half their day using an email program?

He goes on to put a lot of thought into the question – and if some days you feel overwhelmed by your email, I highly recommend the read.

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