I’m a big fan of ZipCar. I love the convenience, utility, and sweet iPhone App (that let’s you honk the horn of Zipcars from your phone!) … but until yesterday, I was a sworn enemy of their customer service.
Remember the days before speech recognition took over Customer Service? When pressing “0” put you straight through to an operator, bypassing those endless options? I miss those days. And while I love how technology and workflow has provided new options to both brands and their consumers – there are inherent gaps created in the experience when communicating with brands. It’s important that we balance technology and “efficiency” with the ability to set expectations.