Human Touch vs. Automated Resolution
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Many of the big online stores today are like opulent online malls, with virtual marble floors and high arched ceilings. Using your browser, you can wander around these beautiful online malls and see everything your heart desires in exquisitely designed window displays. When you step into a store, you may get a subtle whiff of flowers or exotic spices. All the products are brightly lit and appealingly arranged. When you go up to the counter to ring up your purchase, the friendly and attractive employee thanks you for your patronage and points you to a door in the back of the shop. You open it and step through…
…and suddenly, you’re in the post-sale experience. It’s a 1950s-era room with low popcorn ceilings, blue and gray wallpaper, and fluorescent lights that buzz. A linoleum floor is peeling up around the edges of the room. People in ill-fitting clothes sit at tables stamping stacks of paper with rubber stamps. You take a number out of a big brown aluminum dispenser and take a seat in one of the folding chairs along the wall. A scratchy speaker announces the next customer to be served. It’s 25 numbers before the number in your hand. You release a long sigh and pull out your phone to play Candy Crush.
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