Polymer Studios :: Web Consulting

Emotionally intelligent hold messages

For most businesses, the question of what to play while customers are on hold is not critical. Important, but not vital to customer satisfaction. What if most of your business is handled over the phone? If you’re the iconoclastic savings bank ING Direct, you help customers cope with waiting by playing messages that are witty, informative [...]

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Is your Web site polite?

HOW PEOPLE APPLY THE BASIC SOCIAL RULE OF POLITENESS TO COMPUTERS There is a well-known documented fact about human behavior: People will tell you what they think you want to hear. For example, if a waiter asks how his service was, people are more likely to give him a positive response. If a 3rd party asks [...]

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