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Like Netflix reps, Zappos agents don't follow a script, and there's no time limit on calls or chats. Netflix help chats don't feature a robotic, dizzying array of menu options, or a company agent using a script. After that, the call was answered on the second ring. Apart from asking customers to take a one-question survey at the end of the call or chat, they can say pretty much whatever they want. If somebody wants to talk to somebody in character, speed dating glasgow monkey bar storage we encourage this.
And although there is no limit on how long an agent can take to resolve a customer's issue, the former representative said employees have a goal to answer support questions in under five minutes. Agents are encouraged to solve a customer's problem without transferring him or her to another representative. But it's also, of course, good for business.