The Joyfulness of Slack Customer Service for the Cognitive Miser

[The introduction here is written from the perspective of a fictional Victorian character. It lays out the psychology of why Slack customer support is so valuable to your customers.]

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“In my old days, they used to call me Ebenezer Timehoarder, a man who valued his time above all else. You see, I've always believed that the human mind is a cognitive miser, constantly seeking ways to conserve effort and think in simpler ways. Why squander precious minutes on complex conundrums when there are shortcuts to be found?

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I've discovered the wonder of using Slack channels for customer service. It's a treasure trove of efficiency and convenience, where my technical troubles can be resolved without the need for lengthy phone calls or endless email chains.

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When I encounter a technical snag or a baffling glitch, I seek the quickest path to resolution. And that's where Slack comes in. It's a realm where I can pose my questions and receive swift answers. In Slack, I find a community of experts ready to help. They’re like-minded, sharing their cognitive shortcuts and heuristics, providing me with the precise information I need to tackle my technological troubles. For a time-conscious soul like myself, Slack allows me to harness the power of collective wisdom, saves cognitive effort and valuable minutes in my pursuit of a technical solution.”

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Kidding aside, messaging-based customer service (Slack or Microsoft Teams) appeals to the human psychology phenomena “cognitive miserliness” identified by researchers Susan Fiske and Shelley Taylor. It does so in 4 ways:

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• Limited Cognitive Resources: The cognitive miser theory assumes that individuals have limited cognitive resources, including time, knowledge, attention, and cognitive capacity. Customer service representatives and customers both have limited cognitive resources available to process and respond to inquiries.
• Cognitive Shortcuts: Messaging channels provide a platform for quick and efficient communication. Instead of engaging in lengthy phone calls or email exchanges, both customers and representatives can use short messages and instant responses to address issues. This allows for cognitive shortcuts and simplifies the information processing required in customer service interactions.
• Reduced Cognitive Load: By using messaging channels, individuals can avoid the cognitive load associated with complex problem-solving and decision-making. The platform allows for quick exchanges of information, easy access to relevant resources or knowledge bases, and the ability to consult with team members, reducing the cognitive effort required for each interaction.
• Efficient Information Processing: Messaging channels provide a structured and organized environment for customer service interactions. Relevant information, such as previous conversations, customer profiles, or product documentation, can be easily accessed within the channel. This facilitates efficient information processing and retrieval, reducing the need for extensive cognitive effort.

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The cognitive miser theory explains the customers find joyfulness in Slack and Teams service.  By leveraging the features and capabilities of messaging platforms, companies can streamline communication, reduce cognitive load, and save time and effort for both customers and representatives. 

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