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Real live humans

January 31 2008

In a competitive twist, Netflix is doing something that at first appears counter-intuitive: in August, the company jettisoned its email customer service system, and hired real, live humans to answer customer service calls. Even more interestingly, those people actually live in the United States, rather than another country on the other side of the globe.

SI Review Managing Editor Jeff Reeder blogs on old-fashioned customer service using real humans. Click here.

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