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> "Our support team asks for reviews only if they sense that the customer is having a positive experience. We also utilize canned responses/snippets to increase
by jakejarvis 8y ago
> "Our support team asks for reviews only if they sense that the customer is having a positive experience. We also utilize canned responses/snippets to increase efficiency here."
Hmmmmm .... Not sure how I feel about that. But I'm sure that's what everybody does so I appreciate their honesty I suppose?
- Finbarr 8y agoWhat's unsaid here is that the vast majority of the support interactions are with customers having a positive experience. Also, we've been able to turn negative experiences like bugs into positive experiences surprisingly often, e.g., by fixing them really quickly.
- jakejarvis 8y agoAbsolutely, I can respect that! Didn't mean to take it out of that context.
- Finbarr 8y agoNo worries! Thanks for sharing your perspective.