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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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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Such a great thread and why it's so important that every customer service experience needs to be amazing so that $7+ isn't wasted. You can turn service recovery into revenue generation but it takes effort.
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