This week’s podcast features Paul English. He’s a software veteran who’s been VP of technology at Intuit and runs the Internet travel search engine at Kayak.com, but is best known for the IVR Cheat Sheet. Now available at gethuman.com, this popular database of voice-system shortcuts makes it easier for people to get the human assistance they crave when calling customer service centers.
The gethuman project isn’t just a list of IVR hacks anymore. It’s evolved into a consumer movement that publishes best practices for quality phone service and rates companies’ adherence to those best practices.
Although human-intensive customer service is usually regarded as costly and inefficient, operations like craigslist — where Craig Newmark’s title is, famously, customer service representative and founder — invite us to rethink that conventional wisdom. Kayak.com’s customer service was inspired by craigslist. Paul English says that making his engineers directly responsible for customer service has done wonders for the software development process. Because they’re on the front lines dealing with the fallout from poor usability, they’re highly motivated to improve it.
We also discussed web-based data management. The original IVR Cheat Sheet was done with Intuit QuickBase, an early and little-known entrant into a category that’s now heating up: web databases.
Finally, we talked about Partners in Health, the organization to which Paul English donates his consulting fees. The story of Partners in Health is told in Tracy Kidder’s book Mountains Beyond Mountains: Healing the World: The Quest of Dr. Paul Farmer. At the end of the podcast I mention that I’d added that book to my Amazon wishlist. The other day, while looking for something to listen to on an afternoon run, I checked my RSS reader and saw that the book was available in my local library in audio format. Sweet! Two afternoon runs later, I’m halfway through. It’s both an inspirational tale about Paul Farmer’s mission and a case study in how holistic health care systems can operate far more cost-effectively than most do today.