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Isn’t the best customer service: Cost to Solve < Remaining LTV * Profit Margin In other words, do the details matter? If the customer leaves because you d
by doctorpangloss 2y ago
Isn’t the best customer service:
Cost to Solve < Remaining LTV * Profit Margin
In other words, do the details matter? If the customer leaves because you don’t take a fraudulent $10 return, but he’s worth $1,000 in the long term, that’s dumb.
You might think that such a user doesn’t exist. Then you’d be getting the details wrong again! Example: Should ISPs disconnect users for piracy? Should Apple close your iCloud sub for pirating Apple TV? Should Amazon lose accounts for rejecting returns? Etc etc.
A business that makes CS more details oriented is 200% the wrong solution.
- fnordpiglet 2y agoThe fraud we deal with is a lot more than $10.
- mmcwilliams 2y agoDo you find that the entities committing fraud are using generative AI tools to facilitate the crimes?
- fnordpiglet 2y agoThey use every tool you can imagine. Most are not imaginative but many are profoundly smart. They could do anything they set their minds to and for some reason this is what they do.
- deleted 2y ago[deleted]