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.
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I remember when someone at Amazon walked me through their system, which is exactly like this. If you're in some parameter bound of 'user in good standing' they auto give you whatever you ask for. So brilliant, and cost effective
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This was drilled into us as policy in my old days as CS in a major US mail order office supplies store. "Nobody in this company earns so little that talking about a ream of paper is a good use of their time. For small-dollar controversies optimize for customer happiness + close."
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The joys of customer service in high lifetime value industries
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The truth is we were just burning so much cash on support we had to stop the bleeding. Each call was costing us $10-30, often less than the value of the whole order. (Ironically right after launching this feature, Dara arrived and told us to focus on growth instead of profit.)
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Same with Uber!
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They used to ask for a picture of your order. But since I don't really have a lot of issues to complain, when I did have an issue I was surprised but happy to see they removed that requirement
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Picture might prove “incorrect item”, but can’t prove “missing item” or “cold item”.
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Reminds me of Netflix's no questions asked DVD loss/replacement policy.
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Just take the cost of mishap yourself and make the customer experience as smooth as possible. If the total costs become too high, there's a quality control issue that needs to be fixed. Easier to work with that as a KPI than done vague measure of customer satisfaction anyways.
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