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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"No ma'am, I'm not telling you that we don't want that ream of paper back; I'm just saying in light of the circumstances it would probably be better if you were to give it to someone who needed it rather than sending it to our warehouse. We've got more, you know how it is."
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A ream of paper is worth about $3 and the disruption to the orderly operation of a distribution center, getting it checked for saleability and added back into inventory, etc etc swamps the value of it. We cared a lot about paper but basically zero about paper at the margin.
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