Technology: Interrupter & Opportunity

Technology can be our best friend, and technology can also be the biggest party pooper of our lives. It interrupts our own story, interrupts our ability to have a thought or a daydream, to imagine something wonderful, because we’re too busy bridging the walk from the cafeteria back to the office on the cell phone. — Steven Spielberg

Our days are filled with messages, notifications, pop-ups, emails, and for myself and many others, it’s incredibly hard to detach from technology for any measurable amount of time.

At HelpSpot, our work is hugely dependent on technology, as we seek to create the best help desk solution for our customers (and our customers’ customers).

But all who focus on providing excellent customer service have a unique opportunity. Great customer service can help give our customers their time back. We work to provide answers and solve problems efficiently so the customer can move on with their day.

I think about what could be observed by customers who weren’t stuck on their devices looking for answers, and what time gets freed up for customers and employees every time we get ever more efficient and effective at addressing our customers’ needs.

Great customer service can create time for the daydreaming and imagination mentioned by Spielberg. It’s a big source of motivation for me, and I hope it is for you, as well.