As an IT professional with more than 30 years of experience, I constantly use a huge number of different products and services—both at work and in everyday life. In recent years we can hardly imagine our lives without all these services.
Yet in the chase for optimization and other chimeras, many have begun to forget that a product is made first and foremost for its users. And the biggest mistakes lately, in my view, are atrocious user support—often hiding behind a façade of supposedly excellent customer care.
Everyone is trying to cut costs, and so they either replace help with AI bots or hand support over to cheap, incompetent specialists. In the worst case they remove any support at all (or hide it so well you’ll spend a couple of hours just trying to find it).
What’s the result? The product itself may be wonderful. But as soon as a loyal user runs into a problem, they look for help. They’re not interested in tons of articles on the subject; they want their specific problem solved. Preferably here and now.
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