Apps: Think about your post-customer experience

29 Jan 2013

You can no longer manage this account online To obtain a copy of your bill or for further help, call Customer Care at 1-800-331-0500.(L108)

I got this trying to check my last AT&T bill.  I can see why letting former customers login may not be a high priority, but what would be the harm in allowing me to review previous bills, payments, and past data usage, etc?  Or why not a minimal interface that only allowed me to view my last bill.  That's all I wanted to do - and it seems a common enough use case.

This was AT&T's last chance to leave me with a final positive experience. They missed the opportunity and I won't forget it.

How well does your app treat users when they stop being customers?