October 4, 2022

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Young startups often delight early adopters by offering excellent customer service with a personal touch. Many big tech companies, on the other hand, are notoriously difficult to understand when faced with any problem. Let’s see why this is and if it can change soon. — Anna


“Handling customer complaints at scale is inappropriate at most tech companies,” author and engineer Gergely Orosz He wrote in a blog post.

Like many tech workers, Orosz learned about customer service issues firsthand while working at Skype and Uber: “As soon as you update your LinkedIn profile at the new gig, you start getting messages from friends of friends asking to solve one of their problems. “

If people are desperate to find a connection within tech companies who can help them with a problem, it’s because of how hard it is otherwise to get a human on the wave. Meta is a glaring example of this: “Facebook and Instagram serve nearly 3 billion users a day with a near-zero help desk,” The Wall Street Journal. mentionted.

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