fapi1974

12 ms·

121.
A formula for a great customer experience(peopledelight.com)
2 points by fapi1974 10y ago|0 comments
122.
A process to ensure customer delight(peopledelight.com)
2 points by fapi1974 10y ago|0 comments
123.
Did I pick the worst time in the history to start a customer service business?(peopledelight.com)
1 points by fapi1974 10y ago|0 comments
124.
The AIs are coming(peopledelight.com)
1 points by fapi1974 10y ago|0 comments
125.
by fapi1974 10y ago
I definitely hope that the new administration will drive some infrastructure spending, regardless of ideology.
126.
by fapi1974 10y ago
Yeah I just responded similarly to another comment. I think the worries are valid, but not exactly urgent.
127.
by fapi1974 10y ago
I get that it will have a big effect, but I think that human interaction is so nuanced that that effect will play out slowly. Again, I think single digit years is possible, but not less than five.
128.
Outsourcing Customer Service to AI: Are the Robots Coming?(peopledelight.com)
5 points by fapi1974 10y ago|7 comments
129.
by fapi1974 10y ago
I like this idea. What do you have in mind?
130.
by fapi1974 10y ago
Noted! Will fix.
131.
by fapi1974 10y ago
The use case we're after, and it's not all that uncommon with hypergrowth tech companies, is the one where you go from six to a hundred.
132.
by fapi1974 10y ago
This is the model a lot of startups follow here as well - "outsourcing" is a loaded term.
133.
by fapi1974 10y ago
Just got up to head out to surf - this is great advice. It's a new blog - I will take your advice!
134.
by fapi1974 10y ago
I would also draw a distinction between B2B businesses with Customer Success needs and B2C businesses. Perhaps I should modify the blog post to reflect the assumption that this is basic question-answering support, rather than technical sup
135.
by fapi1974 10y ago
I definitely don't think it makes sense for early stage startups to work with a vendor - there is too much iteration happening during the search for PMF. Where we see it start to make sense is when the company is hitting acceleration.
136.
by fapi1974 10y ago
This is a tough question but I don't want to duck it. There is no question that any company creates value by taking advantage of a pricing difference - whether it's the price of labor as measured in wages and benefits, or the cos
137.
by fapi1974 10y ago
That is correct, no two ways about it. That said, we do profit sharing, which few others do, albeit for the agents who do well.
138.
by fapi1974 10y ago
Edit - it might not be clear, but I'm the CEO of PeopleDelight. Happy to answer any questions about support.
139.
by fapi1974 10y ago
Yes!!! On the other hand, many of our agents are completely stoked to work for a cool company (e.g. a Bay Area startup), from home, without the commute. They are happier, stay longer, and have way fewer sick days etc. Great article on th
140.
by fapi1974 10y ago
I have to say I think your comment is an insightful one. Few companies see support as a way to differentiate themselves. But if you think of the really transformative companies they think of customer service as a competitive advantage. T
141.
by fapi1974 10y ago
We definitely tried to keep the estimates reasonable. For SF we've found that a lot of companies prefer onshore, albeit out of state, for staffing their support.
142.
The Costs of Running a Support Team in the Bay Area(peopledelight.com)
42 points by fapi1974 10y ago|55 comments
143.
Ask HN: Does anyone know a web solution for video chat?
2 points by fapi1974 10y ago|1 comments
144.
by fapi1974 10y ago
Not sure if this is what you are looking for, but both Usertesting.com and Userzoom.com seem to have relatively robust processes built in...
145.
by fapi1974 10y ago
Isn't there a patent or copyright issue involved here?
146.
by fapi1974 10y ago
I heard on NPR that the National Institute of Justice, which is an arm of the Justice Department, has funded some studies. Might want to try there.
147.
by fapi1974 10y ago
Thought this was appropriate: http://fooledbyrandomness.com/equality.pdf
148.
Ask HN: ISO a webdev with a tiny penchant for mayhem
1 points by fapi1974 11y ago|1 comments
149.
by fapi1974 11y ago
Weird - I posted this as an Ask HN. Anyway - this is an idea for a book, I'd love to get some feedback on it.
150.
Shortcuts to Data Literacy?(fernandopizarro.com)
1 points by fapi1974 11y ago|1 comments

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