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This is mentioned a lot, but it's still true - people on HN are not representative of the majority of users for customer support. The majority of support ticke
by Illniyar 1y ago
This is mentioned a lot, but it's still true - people on HN are not representative of the majority of users for customer support.
The majority of support tickets are repetitive and answered by a simple formula the representative churns without thinking. Which is likely easily replaceable by chatbots.
- darknavi 1y agoIt will be interesting to see how this evolves over time though. As the older generation of folks who generally don't even understand what having an account means on websites exit the customer pool the purpose of support tools could significantly change.
- potato3732842 1y ago>The majority of support tickets are repetitive and answered by a simple formula the representative churns without thinking. Which is likely easily replaceable by chatbots. I think a large fraction of those repetitive requests are covering up gaps in the customer portal/whatever by doing data entry the customer could be doing. Like "if you need your address changed call support" type stuff.
- Marsymars 1y agoI recently changed my email address on file for every account/service. Probably 80% were straightforward to do myself, but there was a long tail of probably 10% where customer support had to do it for me and 10% where I was told that changing email addresses was impossible and I'd have to create a new account and submit a request to have my old one deleted.