A recent car rental experience made me consider the value of video customer service. After getting in a very long line at the rental agency, I saw people using video kiosks to get their cars. Since self-service is a big part of what I do, I asked the woman who was greeting customers if I could try the kiosk. Her response? "Those are the same as the people at the desks." In other words, the video kiosks didn't offer people a faster experience, didn't reduce their time in line, and didn't appear to provide any cost benefit for the company.
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