Netflix Makes It Easy To Reach a Human

msblack writes "In a move that goes against the prevailing trends of outsourcing and non-interactive customer support, Netflix has forsaken e-mail as a means of resolving customer problems. According to the NYTimes article, Netflix set up a call center in Portland OR, shunning other popular US call center cities (because Portland natives were perceived to sound friendlier) or off-shoring. 'It's very interesting and counter to everything anybody else is doing,' said Tom Adams, a market researcher in Carmel, California. 'Everyone else is making it almost impossible to find a human.'"

Comments

Another point to Netflix:

[Kadin2048]

--You know, stuff like this actually makes me want to go out of my way to *support* NetFlix -- for doing the Right Thing(TM) for their CUSTOMERS. Definitely; I'm proud to be a Netflix customer and happy to recommend them to anyone.

Another thing they did recently ... they reduced their prices. Sent me a letter in the mail, said 'hey, the plan you're on is now $14.95/mo instead of $19.95, congrats.'

I was really surprised. Most companies I would have expected to just bump me up one level of service (to the 4-at-a-time plan or something) while keeping me at the same price level, making me call them up to downgrade to my old level of service in order to save money. They didn't; they just dropped the price, and I didn't have to do a thing.

It's a little ridiculous that I get surprised by a company doing what ought to be the right and obvious thing, but that's how things work these days. Anyway, kudos to Netflix and whoever is in charge there. Hope they can keep it up.