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A comment on Tell HN: There needs to be a “right to speak with a human”. Parent comment

Re:Tell HN: There needs to be a “right to speak with a human” by falcolas on Thursday March 24, 2022 @11:07AM (#30790929)
People cost money, yes. But when you're distributing that cost across thousands (or tens of thousands) of customers every year, those costs are a pittance. Single digit dollars per year on the outside.

Not exactly a bank breaker for a vast majority of businesses.

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Re:Tell HN: There needs to be a “right to speak with a human” by stevenhuang on Thursday March 24, 2022 @11:19AM (#30791125)
> costs are a pittance

That is completely dependent on the support burden at the margins of an additional customer. If your business is high-touch, your business won't scale.

Which is perhaps the problem. Companies should not scale beyond what they ought to (when additional scaling hurts those at the margins).

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