That makes sense (well, not the $2/hr dev work), but even if you outsource the actual support, wouldn't you build the system they use? Amazon's support that on

That makes sense (well, not the $2/hr dev work), but even if you outsource the actual support, wouldn't you build the system they use? Amazon's support that only barely understands me and sounds strange (feels like they do german <=> english translation both ways and theirs is worse than google translate) leaves a bad impression on me, so at least I care, but I'll happily admit that I'm both no one and also very much not the average customer. Still, it just feels wrong. Granted, I've never run a support team, but I expect most of it to be repeated things. Someone's package hasn't arrived. It has arrived but was damaged. It wasn't damaged, but it contained the wrong product. Or the wrong amount of products. Or the product wasn't new. Or the product is broken, or is the wrong color etc etc. And there's not really a lot of variety in it. You find out the issue, you offer one or two solutions ("money back or resend item"), you tell the customer to have a nice day. Having pre-made blocks of well-written text to choose from (you can even have the agent choose in english and the customer gets the localized version) seems like a trivial thing, but it'll transform the customer experience from "okay, I guess Amazon only employs imbeciles" to "wow, what a nice person, and they were typing very quickly". Large corporations are confusing to me. I'd expect someone at Amazon going "yeah, let's do that, it'll save millions and improve customer satisfaction, it's no-brainer". Yet they don't. And so I wonder: do they know something I don't ("we've tested this, people are more cooperative if the support agent is obviously non-native"), or are they just incompetent?