Customer service phone lines are the seedy underbelly of the under-the-API economy. Every minute you spend on hold waiting to talk to somebody who can help you is time spent in hell on earth. And there’s no exit. Even listening in feels toxic in a second-hand smoke way.
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Why this happens: 1. Post-sales for even non-monopolistic products is a de facto monopoly 2. CAQ > LTV for a lot of categories and much of the LTV is booked in the first sale so loyalty is not worth earning 3. Unhappy customers can be branded Yelp crazies because a few are
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minimum viable humans oh no
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I work in support for a software company with no inbound phone line. Email/chat only with scheduled screen-share calls only when necessary. Our CSAT/NPS scores are through the roof, but people still demand a number to call. I wish I could convince them they actually don’t want it
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They are right. The correct default is that under stress a company’s asynchronous response will fall apart and without a synchronous phone line and address you could be left high and dry. It’s insurance.
End of conversation
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OK - I flat-out love "minimum viable humans" as a thing.
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