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Would gender play as big a factor as wanting to speak with a "helpful", however a customer will define this, representative? Why do we need to know the gender? It might be better to display the name/username of the agent so the customer knows they're actually connecting to a person on the other end. Knowing their name also makes it easier to reach out to ...


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I'm not going to accept my own answer here, but would be interested to see how its received. After contemplating Crissov's helpful answer, I really like the idea of providing the user with a selection of cartooned (but similar) avatars of the service / support agents that are available. If the avatars do a fair job of capturing the representative's persona, ...


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What’s next, though? “I’d like to speak to a woman or a gay man. A straight guy with professional training would also be okay. And please no out-sourced call center in India.” I believe the most important thing in handling support is that the customer trusts in the experience of the service person. Sex or gender is relevant sometimes, e.g. in a pregnancy ...


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I think Philtune's comment hit it right on the dot. I don't believe most people would want, or care, if their name was displayed. For product support, most of the time it's a "get in get out" type system. However, as pointed out, people do stay and build a reputation on the site. Why not let the user decide instead of you? Defaulted, you can not show the ...



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