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> In other words, we decided to measure only the systems we controlled. In retrospect that was naive. Our customers don’t care if we run the service that fails,
by kaycebasques 5y ago
> In other words, we decided to measure only the systems we controlled. In retrospect that was naive. Our customers don’t care if we run the service that fails, or a vendor we use runs the service that fails. They care that they can’t use Zendesk to do their job.
Yes!
- magicalhippo 5y agoWe have this at work all the time. Our users doesn't care if it's their ERP that's failing to send data to our system, if it's the gov't system that fails to receive or reply, or it actually is our system. Regardless they call our support first, cause that's where they feel the pain.
- deleted 5y ago[deleted]