Introducing the human element to online customer service
Online customer service chat often makes people fed up. "Unsubscribe, please" takes on that challenge.
The bachelor's thesis delves deeper into customer service interactions to take a closer look at the hallmarks of great in‒person customer service, at why online customer service chats can be such a pain and how to introduce and implement that certain je ne sais quoi of in-person services to online services. These learnings are applied to the New York Times Customer Care Online Chat in a (user-)friendly, non-intrusive, and honest design.