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!