4 ms·

I’ll rain on your parade a bit; the only thing that’s going to matter is whether people will pay for it. The “charade” and the “reinvention” is irrelevant. If

I’ll rain on your parade a bit; the only thing that’s going to matter is whether people will pay for it. The “charade” and the “reinvention” is irrelevant. If it’s a good product and people use it, then they’re in the clear.

yjftsjthsd-h 7y ago
My point was that it's not a good product, at least from a customer's perspective. It's the latest in a long line of corporate attempts to convince you that they're totally human and totally care about you individually. In any number of forms; "Dear $NAME" form letters, "your call is very important to us", Twitter accounts, the ... charming little chatboxes asking if you have any questions, etc. It's just another attempt to pretend that you're interacting with a human who will pay attention to you individually, and I'd be very surprised if it works out any better, because customers have seen all this before.
- staticautomatic 7y ago
  These systems are only as good as your ability to hide them. Recently I did a trial of https://www.diffchecker.com/ https://www.diffchecker.com/, and when I didn't buy, got an email from "Nick from Diffchecker [admin@diffchecker.com]" saying, "If you're still undecided and have questions or concerns, please do let us know at: admin@diffchecker.com" and it was signed by this Nick person. So I emailed back briefly, politely explaining why I didn't buy. A week later, I got an email from the same email address saying "If you decided that Diffchecker Desktop wasn’t a good fit, we’d love to hear why. We’d appreciate if you’d answer these questions below to help us learn why didn’t you upgrade your subscription" asking me to fill out a survey. Outta here with that shit. Either you're being personal or you're not. You can't have it both ways.
  - memn0nis 7y ago
    Our thesis is that it should be authentic.. i.e., the company should know who you are. It's terrible to contact support and have them have no idea about all your past interactions with a company. We want to prevent situations like the above from happening down the road

yjftsjthsd-h 7y ago

My point was that it's not a good product, at least from a customer's perspective. It's the latest in a long line of corporate attempts to convince you that they're totally human and totally care about you individually. In any number of forms; "Dear $NAME" form letters, "your call is very important to us", Twitter accounts, the ... charming little chatboxes asking if you have any questions, etc. It's just another attempt to pretend that you're interacting with a human who will pay attention to you individually, and I'd be very surprised if it works out any better, because customers have seen all this before.

staticautomatic 7y ago
These systems are only as good as your ability to hide them. Recently I did a trial of https://www.diffchecker.com/ https://www.diffchecker.com/, and when I didn't buy, got an email from "Nick from Diffchecker [admin@diffchecker.com]" saying, "If you're still undecided and have questions or concerns, please do let us know at: admin@diffchecker.com" and it was signed by this Nick person. So I emailed back briefly, politely explaining why I didn't buy. A week later, I got an email from the same email address saying "If you decided that Diffchecker Desktop wasn’t a good fit, we’d love to hear why. We’d appreciate if you’d answer these questions below to help us learn why didn’t you upgrade your subscription" asking me to fill out a survey. Outta here with that shit. Either you're being personal or you're not. You can't have it both ways.
- memn0nis 7y ago
  Our thesis is that it should be authentic.. i.e., the company should know who you are. It's terrible to contact support and have them have no idea about all your past interactions with a company. We want to prevent situations like the above from happening down the road