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> I chalk this up to their massive size (well over 12,000,000 customers) and a large portion of refusing to scale up Human Resources and instead trying to use t
by bsg75 5y ago
> I chalk this up to their massive size (well over 12,000,000 customers) and a large portion of refusing to scale up Human Resources and instead trying to use to tech to deal with a lot of this.
This is the unfortunate side of disruptive tech. It can't - and shouldn't - replace people. But it seems the allure of cost controls is too strong even if it hurts customers, and eventually the business.
- ericlewis 5y agoI argued this constantly, I was in charge of mobile and it made me furious when bad CSR resulted in our actually pretty great mobile apps getting bad reviews. I am also guilty of creating the chat bot that is used by Chime, though I created it for a very different purpose from how it is used today and management basically mutilated something that actually worked pretty great.