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A comment on Jack Dorsey says it’s time to rethink the fundamental dynamics of Twitter. Parent comment

Re:Jack Dorsey says it’s time to rethink the fundamental dyn... by aestetix on Wednesday April 17, 2019 @01:08AM (#19679911)
Because it's cheaper than having an actual support hotline and easier to ignore than having email.

And in the US especially, companies hate having to support users, which is why they are also pushing for AI support instead of actually having a human there.

Think about it, when is the last time you had an issue with some Bay Area Saas company and could call them on the phone to get support, like you'd do with a bank?

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Re:Jack Dorsey says it’s time to rethink the fundamental dyn... by philpem on Wednesday April 17, 2019 @04:29AM (#19680761)
To put it bluntly -- the prevailing mindset is that customer support is a cost-centre. It's hard to reliably measure customer satisfaction, so its value is misunderstood.

And if you're the only game in town with your own little walled garden, and everyone in your industry has entirely automated (read: low opex) support, where's the incentive to do better?

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Re:Jack Dorsey says it’s time to rethink the fundamental dyn... by aestetix on Wednesday April 17, 2019 @04:44AM (#19680818)
Which is partly because the business model is selling data to large companies and data brokers, not providing a service to the "customers" (users). And then you get places like Facebook that are themselves data brokers, and sell access to the data so they can claim they aren't Acxiom.
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