DialHUMAN, founded by Flordia-based entrepreneur Jesse Hollander, is a direct-to-human customer service platform that lets users browse their preferred media -- such as Spotify, NPR, Audible --while waiting for a representative. The service was born from a need for an efficient and consumer-centric customer service platform.
DialHUMAN also allows users to bypass the lengthy process of pressing specific buttons on the phone, i.e. press 1 for X, press 2 for Y, etc. The system will automatically connect users to a human for a seamless and enjoyable experience. According to the site, "the app will be built based on Design Thinking principles which are highly iterative, empathy-based and centered around how humans actually work."
As technology advances, it's pivotal that brands begin creating user-friendly services that are personalized to maximize consumer loyalty.
Connected-Media Customer Service Platforms
DialHUMAN Lets Users Browse Content While Waiting
Trend Themes
1. Direct-to-human Customer Service - The trend towards direct-to-human customer service offers the possibility of highly personalized and efficient interactions with consumers.
2. Media-integrated Platforms - Integrating media content with customer service offers disruptive opportunities to improve engagement and customer satisfaction.
3. Design Thinking-based Services - Utilizing a design thinking approach to service provision is a disruptive opportunity for providing highly intuitive and consumer-centric services.
Industry Implications
1. Customer Service - The customer service industry can benefit from the integration of media and direct-to-human service, as well as adopting design thinking principles.
2. Media and Entertainment - The media and entertainment industry can leverage the trend of media-integrated customer service to enhance brand engagement and customer satisfaction.
3. Technology and Innovation - Innovation and technology companies can benefit from designing improved customer service platforms and algorithms that bypass button protocols.