> What am I missing here? It may be incredible that they actually call 
> so fast, but why wouldn't I just call them once I've determined I 
> need to speak to someone?

I never thought much about it from that angle, but looking back here's 
why it might be better:

1. No need to look up a phone # on the site
2. No need to dial (and potentially mis-dial)
3. No need to think about phone charges
4. No need to navigate *&#$ voice menus to talk to the right person
5. They already knew some info about me: that I was using their web 
site right at that moment.  They may also be able to see my path 
through the site and have even more info (don't know about this).
6. Intangible sense of control -- I just asked them to call me and they 
did.  That in itself indicates they are willing to help.  When you have 
to call them, you're not sure if the person answering really wants to 
help you.  (e.g. Ever been ignored at a retail service counter?)
7. Exceeded expectations.  Few other sites do this, so it indicates the 
company's committment to a better customer experience.

Regards,

Lyle Kantrovich
User Experience Architect
Cargill
http://www.cargill.com/

Personal Web Log:
http://crocolyle.blogspot.com/
Commentary on usability, information architecture and web design.

-----Original Message-----
From: lauran@etr.org [mailto:lauran@etr.org]
Sent: Thursday, January 03, 2002 1:56 PM
To: sigia-l@asis.org
Cc: AlanB@candesa.com
Subject: RE: SIGIA-L: Two-way dialog


What am I missing here? It may be incredible that they actually call 
so fast, but why wouldn't I just call them once I've determined I 
need to speak to someone?


At 3:44 PM -0600 12/27/01, Lyle_Kantrovich@cargill.com wrote:
>Check out Lands End Live (under Ask Us -- with an ungodly URL):
>http://www.landsend.com/email_opt.cgi?mode=GRAPHIC&refer=http@3A@2F@2Fw
w
>w@2Elandsend@2Ecom@2Fcd@2Ffrontdoor@2F&sid=1009489178767
>
>I've used it before, and it's incredible.  You enter your info and they
>call you within seconds!  Very impressive.

F