Gimme a person…just gimme a person!
Over hearing a coworker on the phone using a voice recognition machine reminded me of customer service. You know the call – you call your bank or retailer to talk to someone for help and you are directed by an automated voice system. The voice prompts you with choices to hit keys on the phone and takes you down the wrong path and eventually you are disconnected or worse; caught in a cycle of number punching until you rage, “Gimme a person…just gimme a person!”
Most people want to talk directly with a person when services are being provided. For me, I get a creepy feeling when I am in my car in one of those automated car washes. I wonder what if this machine doesn’t stop. Is the 800 number on the wall taking me to someone offshore to get me out of my small town car wash? I want a human there to shut the machine off and let me out!
Though we are obviously talking about online grocery shopping which uses Internet technology, the piece that ensures repeat orders is trust. I trust my personal shopper is a human. She will find what I need and if it’s out of stock she’ll call me. I know when I go pickup the order the guy bringing my order will pack the car and answer any questions I might have. And if I need to ask a question and call the store, a human is sure to answer.
Online grocery shopping provides shoppers great technology and access to wonderful customer service. Gimme a person…gimme a personal shopper.
Dave Dec
