Shah, the 31-year-old CEO and founder of Bengaluru-based Duukan, which helps merchants to set up online stores and sell products digitally, posted that "We had to layoff...
It’s key to note that customer satisfaction with response is not among the metrics the CEO is highlighting. It seems that the role of customer support is increasingly to frustrate customers away from pursuing issues, rather than reaching a mutually-satisfying resolution. I consider most customer support chatbots as a tactic towards that: they’re not going to offer any significant assistance and exist simply to waste my time, so of course the imaginary “time to resolution” is going to be minimal. If they’re going to make it a hassle then I’ll just open up a credit card dispute.
It’s key to note that customer satisfaction with response is not among the metrics the CEO is highlighting. It seems that the role of customer support is increasingly to frustrate customers away from pursuing issues, rather than reaching a mutually-satisfying resolution. I consider most customer support chatbots as a tactic towards that: they’re not going to offer any significant assistance and exist simply to waste my time, so of course the imaginary “time to resolution” is going to be minimal. If they’re going to make it a hassle then I’ll just open up a credit card dispute.