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Regarding 3: I agree many CS functions should be automated (lost password is a good example). However, for foreseeable future a lot of people want to talk to a

Regarding 3: I agree many CS functions should be automated (lost password is a good example). However, for foreseeable future a lot of people want to talk to a human. This is especially true for services that touch sensitive or mission-critical data (money, infrastructure). As an example: I love Stripe as much as anyone, but I find it extremely odd that a company that touches up to 100% of another company's revenue doesn't have a phone number on their support page [a] Maybe I'm old-fashioned but I think there's more to it. At my company, at least, great customer service has been a cornerstone for us and a reason people refer us and don't leave us. [a] https://support.stripe.com/ https://support.stripe.com/

vvvVVVvvv 13y ago
You don't build customer trust with good salesmen, you do it when you fix the issue they're having. See Amazon.
- Silhouette 13y ago
  See Amazon. Assuming that was meant to be an example of good customer service, it's an ironic one. I'm increasingly voting with my wallet for local stores over Amazon for any big name items. This is mainly because Amazon's unpredictable pricing, including sometimes dramatically overpricing things for a while, is turning me right off trusting them or assuming that they'll be cheaper the way they almost always used to be. Free delivery, we'll-call-you-back customer support, and a smartly automated returns process are all great, but they are still vastly inferior to being able to walk for two minutes from my home and buy what I want right now, and being able to return it just as easily on the increasingly rare occasions there is a defective disk in the box. Between this kind of nonsense and a couple of years of getting Christmas wrong for lots of people, I'm not sure how much longer Amazon specifically will be able to rely on the good will they've built up over the years without a change in course.

vvvVVVvvv 13y ago

You don't build customer trust with good salesmen, you do it when you fix the issue they're having. See Amazon.

Silhouette 13y ago
See Amazon. Assuming that was meant to be an example of good customer service, it's an ironic one. I'm increasingly voting with my wallet for local stores over Amazon for any big name items. This is mainly because Amazon's unpredictable pricing, including sometimes dramatically overpricing things for a while, is turning me right off trusting them or assuming that they'll be cheaper the way they almost always used to be. Free delivery, we'll-call-you-back customer support, and a smartly automated returns process are all great, but they are still vastly inferior to being able to walk for two minutes from my home and buy what I want right now, and being able to return it just as easily on the increasingly rare occasions there is a defective disk in the box. Between this kind of nonsense and a couple of years of getting Christmas wrong for lots of people, I'm not sure how much longer Amazon specifically will be able to rely on the good will they've built up over the years without a change in course.