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First, let me acknowledge that some companies do truly have terrible customer service. But some have great customer service. Both types of companies exist. How

First, let me acknowledge that some companies do truly have terrible customer service. But some have great customer service. Both types of companies exist. However... > The "customer service" role itself is an invention for companies to absolve themselves of core responsibilities. This seems like a pretty extreme take. Are you saying that customer service shouldn't exist? I could easily reframe this to say "Companies employ customer service departments to fulfill their responsibilities which they otherwise could not scale without a department dedicated to it". Even if software is perfect and has no bugs, most software that has a customer service department behind it is also sufficiently complex that at some point, support is going to need to get involved. This is especially true in the enterprise software space where Okta plays. What is the alternative?

paxys 5y ago
I don't mean the job title itself, but the fact that companies employ (or mostly outsource) a team of people who it treats as second class citizens and does not give the necessary tools to fulfill these responsibilities you mention. These agents are paid mostly to be a sounding board for customer abuse.
- haswell 5y ago
  That is a very broad generalization of customer service/support organizations. That is certainly not the case for organizations I've personally worked for, and that includes time I spent as a phone tech early in my career. > the fact that companies employ ... a team of people who it treats as second class citizens and does not give the necessary tools to fulfill these responsibilities Again, I acknowledge that there are orgs that do exactly what you describe, and sure, call out the bad where it exists, but it's also not fair to generalize this to "companies".
forum_ghost 5y ago
Most of customer service I've ever interacted with were not much more than whipping boys for disgruntled customers to unload on.

paxys 5y ago

I don't mean the job title itself, but the fact that companies employ (or mostly outsource) a team of people who it treats as second class citizens and does not give the necessary tools to fulfill these responsibilities you mention. These agents are paid mostly to be a sounding board for customer abuse.

haswell 5y ago
That is a very broad generalization of customer service/support organizations. That is certainly not the case for organizations I've personally worked for, and that includes time I spent as a phone tech early in my career. > the fact that companies employ ... a team of people who it treats as second class citizens and does not give the necessary tools to fulfill these responsibilities Again, I acknowledge that there are orgs that do exactly what you describe, and sure, call out the bad where it exists, but it's also not fair to generalize this to "companies".

forum_ghost 5y ago

Most of customer service I've ever interacted with were not much more than whipping boys for disgruntled customers to unload on.