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Young startups often excite early adopters by providing excellent customer service with a personal touch. On the other hand, many Big Tech companies are notoriously hard to reach when they run into a problem. Let’s take a look at why this is happening and if this may change soon. — Anna
“Handling customer complaints on a large scale is not good for most tech companies,” author and engineer Gergely Orosz wrote in a blog post.
Like many tech workers, Orosz heard firsthand about customer service issues while working at Skype and Uber: “As soon as you update your LinkedIn profile to the new gig, you’ll get messages from friends of friends asking for one of to solve their problems. ”
If people are desperate for a connection within tech companies that can help them with a problem, it’s because otherwise it’s so hard to get a human in the loop. Meta is a clear example of this: “Facebook and Instagram serve nearly 3 billion users a day with a help desk closer to zero,” the Wall Street Journal reported.