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Netflix Makes It Easy To Reach a Human

Posted by kdawson on from the unlisted-at-gethuman-dot-com dept.

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.'"

1 of 277 comments (clear)

  1. why not both? by Anonymous Coward · · Score: -1, Redundant

    Why get rid of email all together? I like it when you have several options. Sometimes I want to talk to someone; while other times my inquiry/comment is not super important and I'd rather email. I also like to use those Instant messaging clients sometimes.

    The problem is limiting your customers to one option. Let your customer choose how they want to contact you.