Try not to get dizzy, but follow this paradoxical train of thought: sometimes the drive to make things easier and more efficient can make things massively inefficient. It's so difficult to see when good intentions are resulting in something worthy, and the glow of something seemingly simple to use can blind one to the actual reality.
A USA Today article has a perfect example of this kind of effect at work. According to this piece, customers are upset by the way that car rental services employ pass devices for tollbooths on highways in a manner that leaves renters with an extra fee they weren't expecting.
Although the use of devices in cars that automatically pay these tolls is supposed to be a convenience, some users view it as a sneaky way to wring more cash out of them unawares, as the costs don't turn up until after the service has concluded. The devices that function as passes might be small and non-descript, and if the customer doesn't know what it's for, they might pay their own tolls unaware.
This kind of confusion has resulted in legal action by some providers. The piece quoted a man named Dave Simons on on how sneaky the use of these devices can be.
"They don't make very clear that their fee is daily, not once per rental. If you use the device once in the 10-day rental, you get charged for all 10 days," he said.
What's the use of working toward better practices and features if the customer doesn't understand them? Using a live answering service can help clear up these problems: even if a newly instituted policy like this isn't the main reason for a certain call, informing users can become a regular part of the ways these employees practice and avoid leaving customers feeling exploited.