Nolan, I'm loving this series -- notably this Fear of Failure. When I invented customer service for the Internet before IBM coined the term eCommerce, every prospective customer thought I was crazy.
"Our customers don't want to chat with us or talk through their computers. They'd rather call us in our call centers. And chat/VOIP are free," they universally asserted. I replied, "Your customers would rather mouse click to a competitor than abandon the time they've invested attempting or succeeding in filling their shopping carts (dial-up era, circa 1996) and queue up in your call center on hold. And chat/VOIP is never free -- someone always pays to provision the service."
They all became customers within a couple of years -- from Microsoft and Motorola to Intuit, Ernst & Young and Godiva Chocolates. We then rapidly grew into the first and largest carrier-class Internet communications platform.
InstantService is now Oracle Live Help.
Thanks for sharing your thoughts behind BrainRush here on Youtube.
Damion Hankejh | ingk.com/d