11-29-2007
01:28 AM
7 Loves
On Southwest and email...
Be careful what you wish for.
Once Southwest starts taking Customer communications via email, two things will happen:
1. The volume of incoming communications will skyrocket, since there's almost no thought required to send a quick email.
2. The "quality" of those same communications will drop. Lots of "you suck" or other non-actionable complaints, missing key information like flight numbers, etc.
Once that happens, there's no way Southwest will be able to handle those inbound letters with the same level of attention and detail they do today.
It will just not be cost effective. They will have to resort to form letters, auto responders, and other unsavory tactics to keep up. More mistakes will be made. If you don't believe it, try emailing another airline, or even a big tech company like Amazon, and let me know how that goes for you.
So, you'll get your email, and it will work just like email support works for every other sizable company. Congrats.
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