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Why do they need a ticket system for account deletion? Won’t a normal delete button be good enough? They shouldn’t force their own internal process on to custom

Why do they need a ticket system for account deletion? Won’t a normal delete button be good enough? They shouldn’t force their own internal process on to customers, they could easily have that button use the Discord API to create a ticket.

hadlock 6y ago
Account deletion isn't a very glamorous project and isn't something you can put on your list of yearly accomplishments for a raise. This probably rolled downhill until customer service asked the front end team to put up a static webpage with some crude instructions. I've seen worse, but rarely.
- woutr_be 6y ago
  They’ve clearly went through the process of setting this up with Discord, so it sounds like they thought about this. This day and age, I almost expect every product to have a delete button.
- hef19898 6y ago
  Well, it should be if you ask me. When a user wants to delete his account, it usually is because he isn't happy with the company or the service. I could imagine that by making the deletion as painless and fast as possible, a company could go a long way to regain that user later. Some "sorry to see you leave, but we try to make as easy for you as possible" message and maybe even a goody the user can use elsewhere. After all, the account deletion is an opportunity to get in direct contact with your users in a critical point of the relationship.
  - hadlock 6y ago
    Customer retention is a pretty critical business function, but in my experience the people approving raises etc generally have a much tighter relationship with the sales team. New revenue is a sales function, customer retention is a operations function. A big part of Steve Ballmer becoming CEO (and also his decline) was his sales first strategy. Windows 8 might have been a huge flop for Ballmer over the long-run (arguably why he was asked to resign), but I bet the people working on Windows 8 features saw their careers advance much faster than the equally talented people fixing driver bugs for Windows 7. And the Windows 7 driver team is probably going to think designing a new ticketing system for deleting accounts is beneath them and let that project roll downhill. And so on.
- Nextgrid 6y ago
  The ticket process would involve the CS agent pressing a delete account button, so the majority of the work is already done, exposing the button to the user directly is very easy.

hadlock 6y ago

Account deletion isn't a very glamorous project and isn't something you can put on your list of yearly accomplishments for a raise. This probably rolled downhill until customer service asked the front end team to put up a static webpage with some crude instructions. I've seen worse, but rarely.

woutr_be 6y ago
They’ve clearly went through the process of setting this up with Discord, so it sounds like they thought about this. This day and age, I almost expect every product to have a delete button.
hef19898 6y ago
Well, it should be if you ask me. When a user wants to delete his account, it usually is because he isn't happy with the company or the service. I could imagine that by making the deletion as painless and fast as possible, a company could go a long way to regain that user later. Some "sorry to see you leave, but we try to make as easy for you as possible" message and maybe even a goody the user can use elsewhere. After all, the account deletion is an opportunity to get in direct contact with your users in a critical point of the relationship.
- hadlock 6y ago
  Customer retention is a pretty critical business function, but in my experience the people approving raises etc generally have a much tighter relationship with the sales team. New revenue is a sales function, customer retention is a operations function. A big part of Steve Ballmer becoming CEO (and also his decline) was his sales first strategy. Windows 8 might have been a huge flop for Ballmer over the long-run (arguably why he was asked to resign), but I bet the people working on Windows 8 features saw their careers advance much faster than the equally talented people fixing driver bugs for Windows 7. And the Windows 7 driver team is probably going to think designing a new ticketing system for deleting accounts is beneath them and let that project roll downhill. And so on.
Nextgrid 6y ago
The ticket process would involve the CS agent pressing a delete account button, so the majority of the work is already done, exposing the button to the user directly is very easy.