alt Hacker NewsPeople keep talking about how much flack I got but I don't think I've ever written anything that has resonated more with people. I'm not mad I got feedback guys I can take it. As for your comment, the title of the piece includes "what I got wrong" so I think it's pretty clear where the learnings were.
That's fair, thanks for the response.
I'd like to respectfully disagree with it being clear what the learnings are. Your conclusion says:
> In other words, the best approach for us is what most companies do.
The failure here, based on the article, is you had an idea about customer support, and you bought a company to test it. Personally, before getting that far I would expect someone to do some googling or research or conversations with people in the area and they would have told you what they do and why, and why your idea would not work.
What happened? How did you get this far? Did you ignore people, or not talk to people? What was it you had or thought you knew about your idea that lead you to believe it would result in something different?
Another learning from your conclusion:
> Because building loyalty or rapport at the moment something isn’t working and the user is frustrated hasn’t worked. The real positive experience comes when you actually improve the product, so that’s where we’re spending our time.
Again, this is common sense! I refuse to believe this is new to you or anyone else!
I appreciate the response, sorry for the harsh feedback, and thanks for taking to time to actually try and improve customer support. I think you sincerely have some great learnings and experiences from what you've been through here, I just don't think you've really got to the bottom of them with what you've written here yet.