[my5thaccount]

Customers rarely call me, but when they do, it's fine -- I love them. It's usually because they can't figure out how to log in. It's especially painful when they call at 8:30am on the east coast and I'm on the west coast and my cell phone wakes me up and they say, "I can't log in." and they are mad at me and I don't even know who they are or which account and it turns out they've been typoing their username for days.

But I love every single one of them! "Hi, yes, sorry you're having trouble, I am happy to help. Which customer are you with? What is your username? Ah, let me send you a password reset to your email address. Did you get it?"

"Yes."

"Ok, great. Let me know if you need anything else."

And you can hear their tone of voice change immediately to, "OMG, this person was so nice and I was so mean to them and I was clearly doing something wrong, but I don't know what it was, but wow, I actually called a company on the internet today and someone answered the phone and actually solved my problem!!!!"

Nothing better than making customers happy.

[dublinben]

As someone who has been on both sides of that conversation many times, that is a failure of your product. A user should not have to pick up the phone and call you (during normal business hours) to get a password reset.

[my5thaccount]

There are plenty of things she could have done before calling me, but she could call me and she had a great experience doing so and now loves the product even more and has more confidence using it, because she knows if she faces something really hard, there actually is a person who will help her just a phone call away. If anyone asks her about it, she can say, "Omg, I just called them and they answered and I was in. I've never had that before!"

There's a real value in that and all it cost me was a phone call. No money well spent, imo. I was going to wake up that day anyway.

[hockley]

We can never optimize problems between the keyboard and the chair to 0%. The choice then becomes: create ways to help them, or accept that you will lose them.

[beambot]

Sounds like your auth system needs some work... Or at least some logging and detection so you can reach out to frustrated users preemptively. They are literally calling you at all hours asking you to help fix this part of your system - sounds like great user feedback.

[razster]

I would say your comment is on par with my clients.

I work with all US and Alaska tribes, a lot of them older women doing enrollment that I assist with technical support.

They're always happy to talk with me and I tell them do not hesitate to call if there is an issue. Glad to help.