cross-posted from: https://lemmy.bestiver.se/post/1210182
Building relationships with customers through support didn’t turn out as hoped
cross-posted from: https://lemmy.bestiver.se/post/1210182
Building relationships with customers through support didn’t turn out as hoped
I dunno, it feels weird to have somebody act like the messages people send to support are supposed to result in good PR or some kind of benefit for them.
It isn’t a PR outlet. It’s definitely not a community run beta testing/bug report line. It’s meant to be a point of contact for people who are likely already upset. The hope is that they come out the other end less upset, not happy they had a problem that support could fix. There is no winning, you aim to break even.
Feels kinda like complaining that IT isn’t giving you tangible returns. They aren’t meant to. They exist to put out your fires and prevent more.
Bottom line for me is, I don’t trust you. I don’t care what you claim telemetry is for, I assume that you are like any other business and want to make as much money as is possible, and that’s all the data will be used for. Selling it to whoever is interested. Dynamic pricing. Etc.
Sorry, but that’s the world we live in.
I think he is saying that he thought providing good support will be appreciated by users but it’s not. People complain about not being able to reach support and companies using chatbots for everything and he thought that the though offering quality support will be seen as something positive by customers. Turns out it’s not. You can just as well let bots handle it because people will stay unhappy no matter what service you provide.
The headline was invented by OP. The author is not really justifying telemetry. He’s just saying good support is worth less than he thought.