Part of the art and science of customer support is understanding how you can lose money on *every* transaction that customer support gets involved with and still have things work out for you at scale... contingent on *very* successful execution both inside and outside of CS.https://twitter.com/bznotes/status/1202362389917847559 …
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$7 blows away all the contribution margin from a
$N million domestic wire, about a $500 to $1k credit card transaction (for the issuer), a middle class American's primary banking relationship for about a month or so, a month of B2C SaaS, etc etc etc.Show this thread -
Note that $7 is *very much not* the top end of e.g. "How much does it cost to respond to a ticket given that the ticket will be touched by e.g. a San Francisco-based engineer multiple times?"
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Anyhow: Hug your customer support professionals close. Understand that this is the math dictating why it is difficult to get a human on the first ring in many places. Understand that most places with sucky CS didn't say "Strategy memo: humans, who cares what they think."
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End of conversation
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This is one of the reasons we’ve actively avoided the cheapest hosting plans even when they meet our needs (we care about bandwidth, not CPU/RAM/ HD). If you’re on a $5/month plan it’s cheaper for your provider to cancel your account than to ever answer your email.
Thanks. Twitter will use this to make your timeline better. UndoUndo
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Ha! My first job out of high school landed me in a call center making $10.25/hr too
I was processing mortgage payments and got a fantastic education on amortization, escrow, principle, interest, and all sorts of other lessons that are still useful today.Thanks. Twitter will use this to make your timeline better. UndoUndo
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