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To put it bluntly -- the prevailing mindset is that customer support is a cost-centre. It's hard to reliably measure customer satisfaction, so its value is misu
by philpem 8y ago
To put it bluntly -- the prevailing mindset is that customer support is a cost-centre. It's hard to reliably measure customer satisfaction, so its value is misunderstood.
And if you're the only game in town with your own little walled garden, and everyone in your industry has entirely automated (read: low opex) support, where's the incentive to do better?
- aestetix 8y agoWhich is partly because the business model is selling data to large companies and data brokers, not providing a service to the "customers" (users). And then you get places like Facebook that are themselves data brokers, and sell access to the data so they can claim they aren't Acxiom.