←back to thread

Stripe banned us for payment disputes but we never had a single dispute

(justuseapp.com)
693 points hienyimba | 1 comments | 14 Sep 21 10:51 UTC | HN request time: 0s | source
Show context
travoc ◴[14 Sep 21 11:38 UTC] No.28523174[source]▶
These types of problems could be fixed by doing the three things big tech hates:

1. Hire human beings 2. Empower them to fix problems 3. Let your users talk to them

replies(2): >>28523333 #>>28523725 #
tiborsaas ◴[14 Sep 21 11:56 UTC] No.28523333[source]▶
Hiring humans is not as scalable as technology is. You can't just hire 150 more customer support agents _each month_ like you can fire up another Kubernetes cluster. They need training, middle managers, leads, special training, good tooling, office space, adjusted KPI-s, etc.

Ideally, good companies will find a balance with AI and human operators that's also sustainable as a business.

replies(3): >>28523371 #>>28523396 #>>28523526 #
1. Aeolun ◴[14 Sep 21 12:00 UTC] No.28523371[source]▶
If your number of customers and revenue increases by 100%, you should be able to scale your customer support by a similar amount.