I hate Help Desk software
We have not heard back from you regarding this request, thus, we have marked it as Solved.
On Friday I sent a support request. On Saturday I got a reply asking for more details. I didn’t answer because weekend. On Monday I didn’t answer because busy. And on Tuesday 7 am I got another email:
In what possible universe would knowing that my issue has been Solved because I didn’t respond solve anything at all?!
That message was sent by an automated algorithm used by Zendesk, a company that supposedly makes a “beautifully simple customer service platform”, adding “customer satisfaction has never been easier.”
I couldn’t agree more with what Richard White, founder of UserVoice, said:
Why can’t it be more like my experience at Ritual Coffee?
I want to be treated like Ritual Coffee’s baristas treat me when I ask about today’s coffee selection.
They remember my name, they know what I like and what issues I had. They even know the weather outside (and placed an umbrella stand next to the door while it was raining).
I believe it’s possible for software companies to create a customer service experience that delights me just as much as getting coffee at Ritual does.
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