91–100 of 348 posts
You also want the humans you talk with to be empowered to actually help you.
Putting out some simple numbers: Let’s say you have a million users and once a month, 1% of them need to speak with a human for 15 minutes. That’s 30k hours of support per year, so like 15 full time employees just to be on the phone.
I think its important to recognise that quite a lot of modern web based companies are running their business on the 0 cents model. That is they take the marginal cost of a customer and push it down to zero and rely on scale to make a profit from it. They can't add anything to their business that would scale with the number of their customers that has any real cost, computing resources even are heavily optimised for l…
Earlier quoted context omitted.
Got to say the fact that you thought someone leaving a 1 star review on a service you don't own, google, was worth you escalating it to a real person tells me these companies are doing the right thing. And shaming the CEOs when you made the choice to use their product is a bit silly and you come off as entitled, not righteous. How do we or google know if he was disgruntled vs fired, how do we know if he didn't come i…
The problem is that Google has become so pervasive that even if you don't initiate any contact with them or use any of their products/services, a bad review on Google can have a substantially negative effect on your business. It's a real problem. I was recently in charge of hiring various contractors for several repairs needed on a house being prepped for sale, and in almost every case, clearly non-technically-inclin…
Per Google's own policy employees, present or former, are not permitted to leave reviews of businesses at which they work or did work. For obvious reasons.
Google ratings impact our search rankings directly.
Read the policy before you start casting aspersions about the justness of an employee review. If Google wants to change that policy, fine. But as things sit they are failing to enforce their stated legal guidelines.
It is also worth noting that Google does not permit reviews of its own HQ. Why not open the floodgates for Google employee reviews on Google if you believe that it should be OK?
On the other hand, I can't get a straight answer from my medical/prescription insurances or HR, and I deal with them largely by phone. Massive incompetence and poorly defined business processes can still be an issue if you get a human on the phone. Just pointing out that getting a human isn't a replacement for poor business processes that is usually the root cause of the call.
Earlier quoted context omitted.
This is fundamentally about not being undercut by competition which means the costs a business can absorb are fundamentally relative to competitors' costs (especially so in high margin SAAS businesses). If everyone has to offer support and there's no way to cheat, the market will find a way to meet demand efficiently under new circumstances
At a higher price level! It's important to write out and acknowledge that people cost money.
I think the right should be there - but the cost must also be associated with it. For example, there should be a plan for which you pay an upfront cost and get a human.
I think its important to recognise that quite a lot of modern web based companies are running their business on the 0 cents model. That is they take the marginal cost of a customer and push it down to zero and rely on scale to make a profit from it. They can't add anything to their business that would scale with the number of their customers that has any real cost, computing resources even are heavily optimised for l…
Well, that's their problem.
There should absolutely be a "right to speak with a human", like a restaurant must pass health inspections, and other such things.
If they can't afford it as a basic cost of doing business, they can always close.
This week we had a disgruntled employee leave a 1-star Google review of our shop. They have never been a customer... I reported it as a Conflict of Interest PER GOOGLE'S OWN STATED POLICY and it was rejected almost immediately. Google could find nothing wrong with the review. We have no recourse to escalate. No way to even interact with a human about it. It's absolutely ridiculous. I have plenty of documentation and…
Threaten to sue for libel.