On: How I almost ignored our single best source for customer feedback.

[snprbob86]

I'm a bit worried about this too, especially because I sleep odd, always shifting hours.

I think I'm going to setup a Twilio app which tells customers that we'll call them back within 24 hours. The app could ask "When is the best time to call?" and "Please briefly describe the reason for your call". The app could be interruptible if I am awake and available.

[hillel → snprbob86]

you can also specify on the site which hours you are open. We have a dynamic indicator on our site showing when the phone line is 'open'.

[snprbob86 → hillel]

That's a great idea, but I'd be worried about people forgetting to call later after deciding not to call while the phone line is "closed".

[johns → snprbob86]

If you were really enterprising you could put up a form during off hours that let them specify when they'd like to be called back during on hours.

[hillel → johns]

or have voice mail.

[johns → hillel]

Or voicemail. But if you want to really empower your users, let them pick a time to be contacted and then call them then. Voicemail is leave it and forget it and when I call a company and leave a voicemail it feels like a black hole that my message may never escape. Maybe that's just me.