Digital products and services should probably be handled digitally

 A customer of a utility company wanted to start paying his bills automatically, online. There was no explanation on the company’s website about how to do this. According to his paper bill, he could call customer service and they would help him get set up. Upon calling, he was told they would send him an application, which he would have to fill out and send or fax back to them.

Really? In this day an age, there is no way to sign up online? (To be fair, upon pressing the issue, he was told they could email him the application, which he would still have to mail or fax back.)

 Not a very good customer experience!