Comment by john01dav

In response to the seeing like a bank article, one thing which can make this a lot better is to use asynchronous ticketing or messaging systems instead of phone trees.

At my bank, I can just send a message in the app, even when it's closed, about whatever I want. Then, when the bank opens, someone reads it, and then either handles it, or transfers it. Then, if its transferreed, that person either handles it or forwards again.

The same triaging of basic issues exists, the same tiers described in the article, but the user interfece is wildly superior. I take 1 minute to write what I need to write, and then a few business hours later, its solved. I don't need to waste my time on hold. I don't need to be instantly available for an undetermined period for a call back. I don't need to explain the same issue repeatedly. If I'm asked a question, I can answer it, and the answer is then attached to the full log that every escalation or transfer has full access to.

This is so much better that I refuse to do business with most businesses that don't offer something like this. I was extremely pissed when a data broker leaked my SSN and I was forced to deal with such institutions to clean up that mess.