HN Explorer

6 comments

[ 2.9 ms ] story [ 25.6 ms ] thread
jakejarvis
> "Our support team asks for reviews only if they sense that the customer is having a positive experience. We also utilize canned responses/snippets to increase efficiency here."

Hmmmmm .... Not sure how I feel about that. But I'm sure that's what everybody does so I appreciate their honesty I suppose?

Finbarr
What's unsaid here is that the vast majority of the support interactions are with customers having a positive experience.

Also, we've been able to turn negative experiences like bugs into positive experiences surprisingly often, e.g., by fixing them really quickly.

jakejarvis
Absolutely, I can respect that! Didn't mean to take it out of that context.
Finbarr
No worries! Thanks for sharing your perspective.