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> Why is it that so many companies' customer support fails to function until someone squawks loudly on a high-traffic public site or social media? customer sup

> Why is it that so many companies' customer support fails to function until someone squawks loudly on a high-traffic public site or social media? customer support is very expensive from the site's point of view, and filtering through squawking on social media is a way to reduce the number of support tickets. If particular social media channels become clogged with too many "what about my case" postings then those channels will lose eyeballs and no longer function as social media that "gets noticed" A lot of things in life are stochastic in nature, and so are the responses.

e40 4y ago
As someone that runs a support organization, there's a big difference between efficient and inefficient customer support. It's very clear that Coinbase is extremely inefficient. Not only did they waste lots of time on a known issue, once identified they had no response so I kept wasting their time. In OS terms, they were thrashing. They could have prevented me from signing up for the 2nd account or had a process to change the account type. Instead, they're just wasting precious resources.