Article Response 31 (Customer Support?)

Article

In this article, the author goes over the varying levels of attention that Big Tech companies pay towards customer support. From the consumer's perspective, I'm sure a lot of us have dealt with shitty customer support and wondered why companies would let it be that way. Well in the article, he delves into detail about why things happen the way they do but it basically boils down to incentives. If you aren't gonna get rewarded for fixing customer issues, then why bother?

Customer support is something I think about A LOT because of 3commaass. The ideal case is writing software that works the way it's meant to so you don't need to provide customer support. However that's just not feasible because as the software grows more complex, edge cases not covered by the testing done before the release are bound to pop up. Doubly so if part of your system employs AI/ML systems (these are basically black boxes whose answers cannot be explained).

At this point , the question then becomes do you pull a Google (zero to no customer support, only self-serve options via user-driven forums ) or an Amazon (where Customer Obsession is the guiding principle). I personally lean very heavily in the Amazon direction.

Why?

Well it's simple really, ask yourself this, what is a business without it's customers?

Thanks for reading and as always, all comments, critiques and questions are highly appreciated. Here's a link to the previous article response.

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