I dont want useless customer support. Wether that's a human or a bot. It's extremely frustrating to have a real issue, take for instance a plane cancelled or delayed when travelling with kids, and not being able to talk to a real person who can actually help. Let alone having to wait 30-60 minutes to get a hold of someone. Nowadays most large organisations are structured now that it's impossible to have a conversatio…
When you outsource your customer support to a call centre where the people there have no power whatsoever to actually help you, who are just trained to get you off the call with a "if there's anything else we can help you with...", why bother? Support needs to be in-house, and the people doing it need to have the power to actually do something when you call them. Otherwise, it's just for show, it's ticking a box in s…
The challenge with resisting outsourcing is justifying the cost of it. I try and frame it as: what is the likelihood that a customer churns if their problem goes unresolved?
Of course in our case, each customer represents thousands of dollars in ARR, so that's an easier argument to make.