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It's ironic, but at the company where I provide support (50-ish employees), one of the most common things I have to tell people is that they actually have to si
by smeej 3y ago
It's ironic, but at the company where I provide support (50-ish employees), one of the most common things I have to tell people is that they actually have to sign in and cancel their memberships themselves. They just fire off an email rather that investing even four seconds into typing the same message into the Support Center or just looking at their Account page and doing it themselves.
- hn_throwaway_99 3y ago> They just fire off an email rather that investing even four seconds into typing the same message into the Support Center or just looking at their Account page and doing it themselves. Can you really blame them? So many of us have gotten used to companies doing everything they can to make unsubscribing as difficult as possible, I'm not surprised their first instinct is to email.
- Spivak 3y agoAnd your response it to say it's the user's fault? The email flow is click on the "contact us" email that's at the bottom of every page, it opens in gmail, the ask to cancel and hit send. Some time later they get a notification that it's done. They never even had to sign in. They're authenticated by virtue of it being sent from the email associated with the account. The web flow is signing in, hunting around your app for the account page, and then hunting around that for how to cancel. Sending an email works for every service in the same way. Finding the account management page is different for every website.
- fragmede 3y agoIs the front line the still staffed by humans then? Or does something first scan the email for unsubscribe and all its synonyms, and send them a canned reply, before escalating to a human.
- smeej 3y agoThere's an auto-reply system if you message outside of business hours, but if we're open, we reply directly and first.