I guess I'm not the only one who has trouble traveling. Scott Adams writes in:
"Today (the day I wrote this) I woke up early because I have a cross-country flight. I fired up my computer and used the airline's web site to change my seat assignment and print out my boarding pass. Well, technically, I spent an hour trying to do that, but the web site kept melting down at different points until I finally gave up and called their 800 number and handled my transaction in an efficient manner using their speech recognition system.
Read more about the typical customer experience, told in a humorous way. And then reflect what it's like for your buyers trying to contact your company.