Why not offer a great UX on the web and customer support channels? Seems to work for Netflix -
* Netflix talks - http://www.brandonschauer.com/blog/?p=59 Netflix also appear to invest in their web channel - http://www.uie.com/articles/kane_interview/ Suggest the business design opportunity is to offer to move or bridge users to channels (at the right time) to help find an answer whilst at the same time optimizing an opportunity for the business. The problem is, often channels are completely disconnected from each other and broken. So if I see a phone number on the web site, I then have to navigate through an IVRS when I call. Yikes! The question for an UX Designer is how you can weave all these pieces together without deliberately pitting one channel against the other i.e. lets make the web design crap so they call our Customer Support. rgds, Dan -- Daniel Szuc Principal Usability Consultant Apogee Usability Asia Ltd www.apogeehk.com Usability in Asia The Usability Kit - www.theusabilitykit.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Posted from the new ixda.org http://www.ixda.org/discuss?post=28719 ________________________________________________________________ Welcome to the Interaction Design Association (IxDA)! To post to this list ....... [EMAIL PROTECTED] Unsubscribe ................ http://www.ixda.org/unsubscribe List Guidelines ............ http://www.ixda.org/guidelines List Help .................. http://www.ixda.org/help
