alt Hacker NewsWhat’s the point? To save money paying a human to man a support email. That human would have also been hopelessly uninformed for all the same reasons.
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If you have no training or knowledge-base to search, sure. But then you'd be an awful support-team employer.
And as a dark pattern it adds "positive friction" for the company reducing the number of people that will have the motivation of obtaining the real people support.
I could be the best money saver for them - and ask for a hefty premium for my services - by terminating all support. No costs, nada, full save! Genius, right?! Never gives false info, never!
Ok, ok, need to have a tickmark next to the 'support' item in the quarterlies, let it be an eternal spinning wheel presenting on clicking the 'Our award winning instant support is HERE!' button then. Its close to the real experience anyway, right?
> That human would have also been hopelessly uninformed for all the same reasons.
Not really. At minimum, a half-way decent support person would ask a few people internally or search Slack before answering.
In fact, they would have likely already heard about the new product at lunch or something.