This widget does not work. That service was a bad experience.
Such things lead to customers calling companies to complain. A firm can apologize, maybe offer a voucher or coupon. Or maybe it can use the information to fix the problem.
This involves doing more than running a call center. Connected customer service treats every complaint like data, which can be used to improve a product or service. But it takes as mix of human factors and technology to craft the right solution.
