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> The idea that customer service can be 'automated away' is dangerous, and has been proven wrong again and again. Said like someone who hasn't run a customer s
by paulddraper 2y ago
> The idea that customer service can be 'automated away' is dangerous, and has been proven wrong again and again.
Said like someone who hasn't run a customer service function ;)
I will agree in the totality. You can't automated away 100% of customer support, just like you can't automated away 100% of most human tasks.
You can automated away 90%+, and get most users answers faster than trying to staff enough humans in enough timezones.
If you don't believe that.....I'm gonna say it, you've never run a customer support function.
- kube-system 2y agoI have run a couple of support operations. Yes, you certainly can automate 90% of the support. It's the last 10% that you can't ignore. Those problems are not only more complicated to solve, they're also some of the more important problems to solve. If 10% of Facebook's users have a problem, and 90% of those can be automated away, that's 30 million support tickets that need human intervention. They've decided just to ignore that as an issue, because it would be expensive to fix, and they can't throw software engineers at the problem.
- paulddraper 2y agoI will agree in the totality