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Young startups often thrill early adopters by offering outstanding customer service with a personal touch. Many Big Tech companies, on the other hand, are notoriously hard to get a hold of when running into any sort of problem. Let’s look into why this is happening, and whether it might change any time soon. — ann
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“Customer complaints handling at scale is broken at most tech companies,” author and engineer Gergely Orosz wrote in a blog post.
Like many tech employees, Orosz learned of customer service struggles firsthand while working at Skype and Uber: “As soon as you update your LinkedIn profile to the new gig, you start to get messages from friends of friends asking to solve one of their problems. ”
If people are desperate to find a connection inside tech companies who can help them with an issue, it is because of how hard it otherwise is to get a human in the loop. Meta is a blatant example of this: “Facebook and Instagram serve nearly 3 billion users a day with a help desk that numbers closer to zero,” the Wall Street Journal reported.
