Humane voicemail waiting queue

By Steve Outing

I’m sitting on hold with my website hosting company, Bluehost, waiting for tech support. Here’s a company that impresses me with its customer service, and here’s why:

I landed in the tech support waiting queue and told that I was “caller No. 12.” A few seconds later: “You are caller No. 11.” And so on and so on till a tech support rep comes on the line. Nice! This is so much better than having no idea how long I’ll be on hold, which is how the majority of companies handle waits for tech support.

Information! That’s what consumers want. I’m much less grumpy waiting in this queue knowing what to expect than otherwise.

Can everyone start doing this? Please?!

Author: Steve Outing Steve Outing is a Boulder, Colorado-based media futurist, digital-news innovator, consultant, journalist, and educator. ... Need assistance with media-company future strategy? Get in touch with Steve!

5 Responses to "Humane voicemail waiting queue"

  1. Amy Gahran
    Amy Gahran 9 years ago .Reply

    Glad your bluehost customer service experience was better than mine. They’re on thin ice with me.

    http://www.contentious.com/2008/02/02/bluehosts-bad-attitude-customer-service-101/

    – Amy Gahran

  2. Amy Gahran
    Amy Gahran 9 years ago .Reply

    Glad your bluehost customer service experience was better than mine. They're on thin ice with me. http://www.contentious.com/2008/02/02/bluehosts-b… – Amy Gahran

  3. Howard Owens
    Howard Owens 9 years ago .Reply

    Bluehost is where I host howardowens.com and a couple of other sites. I’ve been massively impressed with their customer service ever since signing up for my first account more two years ago.

    Hell, I’m surprised you had to wait that long for support. I can’t recall ever being on hold for any real length of time.

  4. Howard Owens
    Howard Owens 9 years ago .Reply

    Bluehost is where I host howardowens.com and a couple of other sites. I've been massively impressed with their customer service ever since signing up for my first account more two years ago. Hell, I'm surprised you had to wait that long for support. I can't recall ever being on hold for any real length of time.

  5. wemedia
    wemedia 9 years ago .Reply

    I agree with you about Tweetscan and journalist 100 percent. I am wondering though if there is a way to categorize Tweets. This could be done if you could tag each tweet. Also, do you think Twitter could be the next generation app for forums?

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