4 ms·
Always has been for 10+ years now. As a former Call Center Director, it's pretty amazing to me how much bad-will these massive companies are willing to foment
by asdf21 6y ago
Always has been for 10+ years now.
As a former Call Center Director, it's pretty amazing to me how much bad-will these massive companies are willing to foment by not running their support correctly.
It's not that hard / expensive guys... you can hire great support employees for $20 / hour all across America.
- ashtonkem 6y agoSupport is also one of the most remote friendly forms of work available, and often benefits from spreading workers over multiple time zones.
- rapind 6y agoMuch of customer support is like the close doors button on an elevator. It doesn't actually do anything, but makes you feel like it does.
- kube-system 6y agoIt's much more expensive than not having it. Back of the napkin math for 1 billion users and a 1:100 support staff ratio comes out to around 5.8 billion dollars/yr.
- asdf21 6y agoThis is developer support, not user support.
- oefrha 6y agoAre these great $20/hr support engineers the kind I often deal with over email or phone, who usually employ canned responses, can’t solve off-script problems, tend to repeat the same unhelpful responses, and are sometimes indistinguishable from bots?
- asdf21 6y agoThose are $9.25 an hour support agents who are paid mostly to get you off the phone and take 70 calls a day. Or their $10.25 an hour tier 3 "supervisors" who you might escalate the call to.
- patrickbolle 6y agoLook towards Shopify Support Gurus. Paid well, fully remote. As a Shopify Partner I deal with them a lot and have never had a bad experience; while some can't always answer my question, I always speak to a human (24/7 via live chat) and they direct my query in the right direction.