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Choosing scale over service was a conscious choice your employer made. They didn’t have to make that choice.

• tehlike 4y ago
  If you get more and more users do you say sorry, we are an exclusive club of 2m[1] we won't let you have a chat/group/event with your other friends who were late to the party. That sounds wrong. [1] rando number, large enough to brag about probably small enough to have easier support problem
  • otterley 4y ago
    Scale is multi-dimensional. It's not just a question of user base; there's also all the different features they have added over time as well that they have chosen to dedicate resources to. Also, support has cost, and putting service as a key feature of your brand often means sacrificing margins.