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patio11's profile
Patrick McKenzie
Patrick McKenzie
Patrick McKenzie
@patio11

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Patrick McKenzie

@patio11

I work for the Internet, at @stripe, mostly on accelerating startups. Opinions here are my own.

東京都 Tokyo
kalzumeus.com
Joined February 2009

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    Patrick McKenzie‏ @patio11 18 Feb 2019
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    Uber Eat's experience for dealing with the 90% cases for CS is pretty slick; probably some things to fix from a UX perspective, but given ground truth "I ordered 2 X and only got one" a computer delivered refund/apology without a human ever being involved.

    3:40 AM - 18 Feb 2019
    • 7 Retweets
    • 80 Likes
    • Jackson Mohsenin Varun Bhartia Hunter Monk Vladan Djeric Nick Baum 🇸🇪 Emmanuel T Odeke Ivan Benjamin “shelter in place” Chait 😷 Sr Klepe Ape 😷
    8 replies 7 retweets 80 likes
      1. Patrick McKenzie‏ @patio11 18 Feb 2019
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        One might sensibly wonder whether there *should* be a human involved there, but fairly obvious to me that it adds no value in the instant case. Uber, Inc. knows I have $LOTS of orders with very few issues; the instant issue is a $4.50 plate of dumplings. Insta-refund + move on.

        8 replies 1 retweet 56 likes
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      2. Elliot Lee‏ @intelliot 18 Feb 2019
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        Replying to @bertil_hatt @patio11

        Makes sense! Your first few refunds are automated and free. After that, you get automatically flagged.

        1 reply 0 retweets 2 likes
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      1. Priya‏ @Prigoose 18 Feb 2019
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        Replying to @patio11

        Regular Uber is like this too. If you request a refund for any trip that was less than $5, it is immediately granted

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      1. Allison Barr Allen‏Verified account @abarrallen 18 Feb 2019
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        Replying to @patio11

        Lots of thought, tech & time goes into making the support experience great. It’s a harder problem than it initially seems!

        0 replies 0 retweets 6 likes
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      2. Simon Edwards‏ @JemProducts 18 Feb 2019
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        Replying to @patio11

        The way of the future, soon you wont even be able to tell. What if AI inserted a delay so it seemed like a human did it :)

        1 reply 0 retweets 1 like
      3. Elliot Lee‏ @intelliot 18 Feb 2019
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        Replying to @JemProducts @patio11

        You don't need an AI to have a delay. Just use setTimeout() ;)

        0 replies 0 retweets 0 likes
      4. End of conversation
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      2.  🛰 𝙅‎𝙖𝙨𝙬𝙖𝙣𝙩 𝙍‏ @Jaswant6 18 Feb 2019
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        Replying to @patio11

        Opposite in India, here the policy is no refund even if the food is not delivered.pic.twitter.com/amvlJ0zY8T

        1 reply 0 retweets 1 like
      3. David La Rosa‏ @DK999k 18 Feb 2019
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        Replying to @Jaswant6 @patio11

        Wow, that's really bad. Did they refund you in the end?

        1 reply 0 retweets 0 likes
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      1. flaki‏ @slsoftworks 18 Feb 2019
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        Replying to @patio11

        Had this happen to me with Uber proper too! A driver almost ran me over past their wait-time, the $5 penalty felt like an insult. My carefully worded long complaint was met with "hey, clearly this was a mistake here, let us refund you" in 2s. I was equally annoyed & perplexed! 😳

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