James Royal-Lawson

UX and design

I suspect you might be a bot

I suspect you might be a bot

I opened up a customer service chat with Yorkshire Water.

I’m not a fan of ringing up companies and talking to them. I guess that’s largely a result of decades of mental scarring from so many frustrating menu systems, dodgy hold music, being cut off mid sentence, and often have more knowledge about the thing I’m trying to sort out – and how to sort it – than the customer service agent I’m talking to.

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