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>The majority of support tickets are repetitive and answered by a simple formula the representative churns without thinking. Which is likely easily replaceable
by 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.