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When I have a problem with a service my ultimate goal is to get it solved - as fast as possible. If I can solve my problem though an automated support channel
by daydream 4y ago
When I have a problem with a service my ultimate goal is to get it solved - as fast as possible.
If I can solve my problem though an automated support channel that’s actually better! Because I don’t need to wait for a human to do something. Computers don’t sleep, take lunch breaks, etc.
The problem with google/Facebook/etc isn’t that they don’t have human support. It’s that when your account gets locked out there’s no way of getting your problem solved. If a working useful automated support system existed few would complain.
- nirvdrum 4y agoI don't think many people will disagree. But, Google has been doing it longer than almost anyone and has an amazing technical team and it's still an incredibly frustrating experience. By all means, keep investing in the technology. But have a plan B that can solve the problem. For better or worse, slow, biologically constrained humans can often understand and solve problems when given the authority to do so. (I'm well aware there are horrible human support options.)