The Customer Service Software Industry is Fundamentally Broken
Over the past 6 years as the co-founder and CTO of GetHuman, I’ve spent a significant portion of my time thinking about how software can be used to help improve customer service. While there have no doubt been recent innovations across the industry that have greatly improved the efficiency of customer service from the company’s point of view, the sad fact is:
Despite some technical innovations, most customer service still stinks (from the consumer’s point of view)
Why is that?
In this 4-part blog post series, I will make the argument that there are actually two fundamental problems at play here:
- Customer service software built for companies only helps consumers insofar as companies perceive that it’s in their own self interest.
- Customer service software built for consumers tries to do what is in the best interest of the consumer, but that effort is often compromised by the need to make money and/or their relationship with companies.
After we go over both of these issues in depth, I will present a few thoughts on how these issues can potentially be overcome in the future and what we can do to improve the state of customer service as a whole for everyone across the board.
Up Next…
In Part 2 of this 4-part series, I will explain how the economic incentives behind customer service software can adversely affect customers.
- The Customer Service Software Industry is Fundamentally Broken
- Customer Service Software Economics
- Categories of Customer Service Software Built for Consumers
- Un-breaking Customer Service
