business news in context, analysis with attitude

• The Wall Street Journal this morning reports on a new trend in online retailing – so called “click to call” services that allow shoppers to pose questions to customer service representatives, give them a phone number, and then get a call back via telephone. Shoppers can ask for a call back “right now,” or in five, 10 or 15 minutes times.
KC's View:
This is a smart service to offer, in part because it forces customer service folks to actually deliver real customer service. It’s even better than a “sunset policy,” which requires that all customer service questions be addressed or resolved by end of day, every day.