> The point isn't to resolve user problems, it's to reduce the number of people taking up the time of support agents. Letting people vent in a pseudo-official channel accomplishes that. Whenever something gets resolved that was being fixed anyway, because the "industry partners", enterprise and high level customers wanted it, they can mark an issue as resolved, and generate the appearance of responsive service.
Yep. It's like Whitehouse "petitions". Time-wasting tarpits for the unaware.
> It's like standing up complex automated phone menus, you're going to frustrate a certain number of callers into giving up, and reduce the overall number of customers you have to interact with.
The point of pointless troubleshooting procedures, long forms, long wait times, denials, and inconvenience is to monetize misery and create a maximally-negative conversion funnel. Ask any UnitedHealth or airline CEO.
Yep. It's like Whitehouse "petitions". Time-wasting tarpits for the unaware.
> It's like standing up complex automated phone menus, you're going to frustrate a certain number of callers into giving up, and reduce the overall number of customers you have to interact with.
The point of pointless troubleshooting procedures, long forms, long wait times, denials, and inconvenience is to monetize misery and create a maximally-negative conversion funnel. Ask any UnitedHealth or airline CEO.