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Young startups often delight early adopters by offering exceptional customer service with a personal touch. Many Big Tech companies, on the other hand, are notoriously hard to reach when they encounter any kind of problem. Let’s take a look at why this is happening and if that could change anytime soon. — Anna
Without a face
“Large-scale customer complaint handling is broken at most tech companies,” author and engineer Gergely Orosz wrote in a blog post.
Like many tech workers, Orosz learned first-hand the difficulties of customer service while working at Skype and Uber: “As soon as you update your LinkedIn profile for the new gig, you start getting messages of friends of friends asking to solve one of their problems.”
If people are desperate to find a connection within tech companies that can help them solve a problem, it’s because it’s otherwise difficult to bring a human up to speed. Meta is a glaring example: “Facebook and Instagram serve nearly 3 billion users a day with support numbers approaching zero,” the Wall Street Journal reported.