|B.L. Ochman also writes the popular What's Next Blog.|
Dear customer-service people: Don't whine about how expensive it is to hire humans to answer customer e-mails. If it weren't for customers, you wouldn't need to come to work.
Bring back the human beings! There simply is no excuse for not answering customer-service e-mail. And those freaking contact forms and "support forums" must die.
But never fear -- I've got some ideas on how to fix the problem.