I used to worked in customer service automation and it was extremely disappointing. All studies show that providing good and fast customer service improves cust

I used to worked in customer service automation and it was extremely disappointing. All studies show that providing good and fast customer service improves customer retention (even when they want to cancel their subscription). Our clients often post these studies on linkedin, yet when it comes to servicing the customer they choose deception. For every company we worked with we had to create 2 experiences. One for California where you click one button and boom! You cancelled your subscription. For the rest, there are forms after forms, and then we give you a special email and a specific format to follow. Sometimes you have to talk to an agent to do what we do with a single API call in California. Not to name names, but something about shaving, men, and landscape. They made the cancelling process so complicated that we decided not to do it. It involved more than 5 emails, some with the only words in the body being "Are you really sure?" They ended up cancelling our contract. I was never happier.