11 April 2007

How Second Life changes customer service

Be the first to share
Media
Business
Services
Social Issues

PA Consulting in Second Life
The virtual world could become the first point of contact between companies and customers and could transform the whole experience, writes Jo Best on Silicon.com.

“Some [companies] believe Second Life could one day become a first point of contact for customers.

Like many other big brands, PA Consulting has its own offices in Second Life and has learnt that simply having an office to answer customer queries is not enough. Real people, albeit behind avatars, must be staffing the offices – in the same way having a website is not enough if there isn’t a call centre to back it up when a would-be customer wants to speak to a human being. In future, the consultants believe call centres could one day ask customers to follow up a phone call with them by moving the query into a virtual world.

And hanging around in Second Life is more fun than being stuck on hold. […]

However, currently Second Life and its imitators remain relatively niche in usage terms and have their own technology boundaries – not all consumers, particularly the older community, have the tech savvy or indeed the hardware necessary to make use of virtual worlds.”

Read full story (mirrored on Business Week)

Be the first to share
14 November 2019
NYTimes Magazine special issue on the future of the internet
Online Cesspool Got You Down? You Can Clean It Up, For a Price By Kevin Roose A new “luxury internet” is poised to make the online experience even more unequal than it already is. It’s not surprising that …
14 November 2019
User experience as legitimacy trap
User experience as legitimacy trap by Paul Dourish (University of California, Irvine) What would it mean to be able to undertake HCI in a way that made questions of ethics and values central? The central charge to HCI …
7 November 2019
User-Centred Design and Humanitarian Adaptiveness
User-Centred Design and Humanitarian Adaptiveness by Sofya Bourne ALNAP April 2019, 60 pages Gathering and acting on feedback from affected communities is a key means to identify potential triggers for change during the design and implementation of humanitarian programmes. …
5 November 2019
[Report] Shaping Choices in the Digital World
Shaping Choices in the Digital World From dark patterns to data protection: the influence of ux/ui design on user empowerment Jean Lessi (Publication Director); Gwendal Le Grand (Editor); Régis Chatellier, Geoffrey Delcroix, Estelle Hary, Camille Girard …
3 October 2019
The Design Council’s evolved Double Diamond
At the heart of the Design Council's framework for innovation, which helps designers and non-designers across the globe tackle some of the most complex social, economic and environmental problems, is its design methodology, the Double …
24 August 2019
[Book] Behavioural macroeconomics
Behavioural Macroeconomics: Theory and Policy Paul De Grauwe and Yuemei Ji Oxford University Press October 2019, 256 pages Modern macroeconomics has been based on the paradigm of the rational individual capable of understanding the complexity of the world. This …
17 July 2019
The digital lives of refugees [Research report]
There is growing recognition among donors and humanitarian organisations that mobile technology and mobile network operators (MNOs) have an important role to play in the delivery of dignified aid. This includes providing digital tools that …
5 April 2019
The story of Spotify personas
Spotify's product designer Mady Torres de Souza and senior user researchers Olga Hörding and Sohit Karol explain how they developed their personas tool, how they use it today and why it’s so useful for an …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

5 July 2019
Experientia on addressing vaccine hesitancy

Vaccine hesitancy is a top10 global health threat. Dealing with it successfully requires understanding it as a behaviour and generating a holistic view of people’s perspectives & ecosystems. This way we can identify the best opportunities for intervention. Here is Experientia’s position on vaccine hesitancy and our tailor-made support for the vaccine industry.

2 May 2019
MacArthur Foundation’s “100&Change” competition now calling for applications

100&Change is a MacArthur Foundation competition for a $100 million grant to fund a single proposal that will make measurable progress toward solving a significant problem. 100&Change will select a bold proposal that promises real progress toward solving a critical problem of our time. And it will award a $100 million grant to help make […]

19 March 2019
Interested in a career with us?

Then we are interested in hearing from you. We have several positions available for talented UX/UI and service designers who are passionate about creating world-class user experiences. Please see the job descriptions on our website for more information, and send us your CV with a cover letter statement about yourself, your experience, and what UX […]

22 December 2018
Our very best wishes for 2019! / Auguri da Experientia!
4 October 2018
Bringing​ ​patients into focus at the Roche Innovation Summit

Experientia is proud to have been a key participant at the Roche Innovation Summit, held at Roche headquarters in Basel Switzerland on 19 June 2018. Themed “​Transforming the Healthcare Experience Together​”, the summit aimed to galvanize the Roche community around the future transformation of healthcare and diagnostics. With 800 attendees from Roche and Genentech global […]

13 June 2018
Invito: DesAlps design thinking workshop per la tua startup

Hai una startup? Hai mai pensato ai benefici che potrebbe trarre dal Design Thinking? Questa è l’opportunità per scoprirlo! DesAlps Workshop #2: Il Design Thinking per la tua startup! Giovedì 28 giugno 2018 – dalle 9:30 alle 17:00 @ I3P | Corso Castelfidardo 30/a, Torino —– Nell’ambito del progetto europeo DesAlps, un team di esperti […]

See all articles