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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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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data point: at one of many $prevjobs we observed a single support ticket cost > 1 month of the first tier of our pricing. Escalation > 12 months We tried very hard to minimize tickets and enable first line to solve all but the hardest problems.
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