Having a lot of employees does not necessarily make customer service good. Telecoms and large retail banks top the list for the largest number of customer service employees, but often are notorious for bad service.
Why? Presumably your product works, so at best you'd only have like 1% (20) customers with issues on any given day. 1 customer service agent should be able to attend to 20 issues in a 7-8 hour shift.
For example I do personal customer support for ~40,000 folks who take one of my video courses (programming and tech related).
I often write personalized multi-sentence responses to their issues and follow up to reply back to them as many times as needed to get it fixed within minutes or hours of a request coming in.
I think the big difference there is it's my business. The best possible customer experience outcome is the only option in my mind, if it would even hint at being anything less then I wouldn't have this business anymore.
The big difference is that you aren't involved with peoples' finances. There is a whole other level beyond the crazy you attract in services and retail.
That's true, but upset developers are up on the list of "how can I word this to be the most passive / aggressive as humanly possible".
To be fair I think customer support in general is a hostile environment for the receiver. Everyone coming at you is usually dealing with an unexpected issue in some way that's preventing them from being able to do what they wanted to do. There's been a huge range of things I've seen. Everything from super nice folks including huge amounts of details and are calm to nothing more than "it's not working" and in 1 case a death threat because Docker wouldn't run on his Windows box. I don't think it was a serious threat (I'm still alive), but he wasn't trying to be funny. He was really upset.
I don't let those things phase me. I help everyone equally regardless of how they treat me. From doing this for 5+ years I've learned that people act way differently initially when unexpected things happen but more often than not they calm down and apologize afterwards.
docker desktop stopped working on my windows box yesterday.
tried clearing my containers, didn't work. factory reset, didn't work. uninstall reinstall, didn't work.
finally the reset kubernetes button was ungreyed and that worked but i still don't know why if i already reset everything.
lost my dev data.
not happy with docker desktop, but haven't issued any death threats yet.
Do they really have that many customers or do they just claim that? Also per their website that's only 'verified users' which is a super nebulous term, and also exactly what I'd expect from a crypto exchange.
For many legal requirements, you need to provide monthly statements of accounts. You need to show balance at each closing period. Every financial account in world does this.
The blind stupidity of some developers continues to amaze me. They’ll really go work at a company that per its fundamentals truly wouldn’t exist in any other industry and at any other time because “that’s how tech is”, and then act surprised when reality hits.
