The hottest Customer Service Substack posts right now

And their main takeaways
Category
Top Business Topics

Perceived Value

The Breaking Point • 279 implied HN points • 17 Oct 24
💼 Business Sales Marketing Customer Service Branding Product Development
  1. Value is based on how the buyer sees it. For example, ice cubes can be very valuable on a hot day, but not so much on a cold one.
  2. Customers often find high value in features that are easy to create, rather than the complex ones. A simple 'Export to Powerpoint' function ended up being super useful for many users.
  3. Sometimes, the reasons customers buy a product aren’t just about how useful it is. They might buy it for the customer service, prestige, or other factors that might surprise you.

Fuck the robots: I'm at war

Disaffected Newsletter • 3217 implied HN points • 05 Aug 24
🕹 Technology AI Consumer Tech Telecommunications Customer Service Automation
  1. Many companies, like Comcast, make it hard to reach a real person for help. They use robots that can frustrate customers instead.
  2. Even experienced users might find it challenging to solve problems because the company's FAQ doesn't cover every issue.
  3. Customers deserve better service, especially when they are paying high rates. It's important to voice frustrations to push for change.

Salesforce CEO Marc Benioff Has Thoughts on AI Agents, Automation, And The Future of Your Job

Big Technology • 4753 implied HN points • 27 Nov 24
🕹 Technology AI agents Automation Customer Service Productivity
  1. Salesforce CEO Marc Benioff believes AI agents will work for companies rather than individuals. This means businesses can use these agents to handle customer service and other tasks, making things more efficient.
  2. Benioff sees AI as a way to boost productivity, not just replace jobs. By using technology, companies can enhance the skills of their workers and make them more effective without necessarily hiring more people.
  3. The future of business software could change a lot. Instead of traditional programs, companies might start using chatbots to manage data and interact with customers, creating a new kind of relationship with technology.

Intercom's decisive bet on AI

Kyle Poyar’s Growth Unhinged • 315 implied HN points • 21 May 25
💼 Business Startups Technology AI Pricing Customer Service
  1. Intercom was quick to invest in AI, becoming a leader by being the first major SaaS company to do so. Their 'war time' CEO, Eoghan McCabe, made bold decisions to redefine customer support with AI.
  2. The quality of AI tools matters more than just having features. Intercom's Fin AI agent succeeded through a lot of testing, improving its ability to resolve customer inquiries from 25% to 56%.
  3. Competitors now have to focus on delivering results, not just flashy marketing. Businesses need to educate their customers on how to choose AI products based on effectiveness, not just promises.

Mental Bric-a-Brac

Disaffected Newsletter • 839 implied HN points • 08 Aug 24
🏥 Health & Wellness Healthcare Customer Service Mental health Wellbeing Community
  1. Good customer service should be recognized and praised, just like bad service is often complained about. It's important to share positive experiences.
  2. A personal connection with service staff can make a big difference, like when a pharmacist helps save money on medications and explains the options available.
  3. Observing changes in other countries can evoke a sense of concern and hope for their future. There's often a personal connection felt even from afar.
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Arguing with Software

David Friedman’s Substack • 251 implied HN points • 13 Jan 25
🕹 Technology Software Automation E-commerce Customer Service Digital Platforms
  1. Dealing with automated systems can be frustrating. Sometimes, your complaints are answered by software that just sends form letters instead of real help.
  2. Getting issues resolved often requires persistence. If you keep pushing for a solution, a real person may eventually step in to help.
  3. It's important to remember that companies aren't people. They may prioritize efficiency over empathy, which can impact how they handle problems.

Just refund them

Startup Real Talk • 388 implied HN points • 05 Feb 25
💼 Business Customer Service Startup Advice Entrepreneurship Business strategy
  1. Refunding unhappy customers quickly can save you time and effort. It's often better to give them what they want instead of arguing.
  2. Fighting over refunds can hurt your reputation. A dissatisfied customer might share their bad experience with others, which could cost you more in the long run.
  3. There are limits to refunds. You shouldn't give back more than the amount paid, and if a customer is extremely dissatisfied, it might be best to part ways.

How I Productized A Service Business And Earn Recurring Income

VERY GOOD PRODUCTIZED GUIDES • 79 implied HN points • 05 Aug 24
💼 Business Entrepreneurship Marketing Finance Product Development Customer Service
  1. To turn your service into a product, pick a specific service to offer and make it easy for clients to understand what they're getting. This helps people know exactly what to expect.
  2. Identify your ideal clients to better tailor your services to their needs. Knowing who your customers are makes it easier to attract and keep them.
  3. Create a clear system for how you deliver your service, and hire help early on. This frees up your time so you can focus on growing your business instead of just doing all the tasks yourself.

6 lessons from Y-Combinator, 10 years later

Pratap’s Substack • 317 implied HN points • 26 Mar 24
💼 Business Startups Entrepreneurship Innovation Product Development Customer Service
  1. Speed is important. It's better to launch something quickly, even if it has some flaws, than to wait for everything to be perfect.
  2. Don't always trust the experts. Sometimes, it's better to have fresh perspectives, and young talent can surprise you with their creativity.
  3. Talking to users is crucial. Getting direct feedback and engaging with them in person helps to really understand their needs and build a stronger product.

Holding on to being human

Disaffected Newsletter • 1358 implied HN points • 03 May 23
🎭️ Culture Social Behavior Human Interaction Race relations Customer Service
  1. People often experience rudeness instead of kindness in customer service today. Many have become used to being ignored or treated poorly, which can affect how they respond to friendly interactions.
  2. Cultural changes play a big role in how people interact with each other, especially in stores. Different groups can show very different attitudes, leading to frustration and misunderstandings.
  3. Observing these changes in everyday interactions is important. Recognizing the decline in human connection helps encourage better communication and kindness in our daily lives.

AI lets you scalably do things that don't scale

Generating Conversation • 70 implied HN points • 14 Nov 24
💼 Business Startups Marketing Sales Technology Customer Service
  1. AI helps businesses do tasks that usually require a lot of personal attention but can now be done at a larger scale. This means companies can reach more people without losing that personal touch.
  2. Using AI can improve customer support and technical help by automating common questions and providing quick solutions, allowing teams to handle more inquiries efficiently.
  3. Startups can grow faster with AI because it lets them do more with less staff. This ability to automate and customize tasks helps them stay lean while still offering great service.

#11: Travel Agents: the misunderstood distribution channel

Bureau of Adventure • 59 implied HN points • 09 Mar 24
🏝 Travel Tourism Cruise Industry Luxury Travel Customer Service
  1. Travel agents play a crucial role in selling travel products, especially cruises and luxury vacations. Many travelers still rely on agents for guidance and expertise when planning trips.
  2. The rise of the internet negatively affected the airline commission model, but many travel agents adapted by focusing on high-commission products like cruises. These products often pay agents better than airline tickets.
  3. Consumers appreciate the free support that travel agents offer. With so many choices in travel, agents help people navigate options and build trust, making the planning experience easier for travelers.

LLM links

In My Tribe • 136 implied HN points • 06 Mar 24
🕹 Technology AI Robotics Customer Service Language Models Artificial Intelligence
  1. Chatbots like Gemini can reflect biases based on data sources - having diverse datasets can prevent skewed outcomes.
  2. Human brains and Large Language Models (LLMs) share similarities in predicting and processing information.
  3. AI assistants like Klarna's are proving effective in handling customer service inquiries, improving efficiency, and customer experience.

Alexa, WTF Happened?

The Radar • 19 implied HN points • 05 Mar 24
💼 Business Customer Service E-commerce Company Culture
  1. Amazon's customer service has shown signs of declining quality, leading to customer dissatisfaction.
  2. The shift from customer obsession to profit focus at Amazon is evident in interactions with customers.
  3. There are concerns about Amazon's business practices and treatment of customers, as highlighted by various incidents of mishandling customer issues and funds.

Balancing Speed and Sustainability: The Operational Dilemma of Reusable Cups in Drive-Thrus

Gad’s Newsletter • 50 implied HN points • 15 Jan 24
💼 Business Sustainability Operations Efficiency Customer Service Environmental Impact
  1. Introducing reusable cups in drive-thrus can slow down the service, leading to longer wait times and potential inefficiencies.
  2. Starbucks' focus on operational efficiency conflicts with the introduction of reusable cups, impacting speed and customer satisfaction.
  3. Visible queues in drive-thrus make operational inefficiencies more apparent, potentially affecting customer decisions and perception.

Services That Scale

Build To Scale • 19 implied HN points • 14 Dec 23
💼 Business Entrepreneurship Management Startups Sales Customer Service
  1. Professional services can be a significant revenue enabler and differentiator for enterprise software companies.
  2. Implementing a 'Concierge' offering can help address customer challenges and lead to larger subscription deals.
  3. Offering hands-on assistance during implementation and troubleshooting can increase customer satisfaction and improve product-market fit.

Airbnb’s Algorithmic Odyssey: Balancing Automation, Pricing, and User Trust

Gad’s Newsletter • 35 implied HN points • 23 Oct 23
💼 Business Technology Processes Market Dynamics Customer Service
  1. Airbnb's core pillars for a great service include affordable prices, reliability, and customer support during issues.
  2. Airbnb faces challenges with customer support, especially with cancellations and non-existent listings, impacting trustworthiness.
  3. Achieving 'product and process market fit' is crucial for companies like Airbnb to align product value with operational processes to meet market demands.

Worst reasonable efforts

The Jolly Contrarian • 2 HN points • 14 Jun 24
💼 Business Legal Contracts Outsourcing Insurance Customer Service
  1. The concept of 'worst reasonable efforts' is a satirical take on the idea of performing at the minimal acceptable level in contracts and agreements.
  2. Many organizations, such as for-profit insurers, airlines, and rental companies, often operate on the premise of providing 'worst reasonable efforts' to customers.
  3. The prevalence of 'worst reasonable efforts' in modern society highlights the sacrifice of quality for scale and the acceptance of mediocrity in various aspects of life.

Everyday examples of mundane low-stakes data modeling fails

Data: Made Not Found (by danah) • 51 implied HN points • 13 Jun 23
🕹 Technology Data Modeling Supply Chains Customer Service Delivery Services
  1. Focusing on low-stakes data modeling failures is important to understand how algorithms are shaping minor aspects of our lives.
  2. Supply chains and service-based businesses are facing challenges from flawed data modeling, affecting customers, workers, and businesses.
  3. Everyday interactions like car rentals and food delivery are revealing flaws in data modeling, leading to frustration and distrust in brands.

Heavy load: is Tesla using software to force customers to buy its parts?

Fight to Repair • 19 implied HN points • 07 Nov 22
💼 Business Regulation Customer Service Antitrust Marketing
  1. Tesla appears to be linking safety software like "Trailer Mode" to the use of its own branded tow hitch, forcing customers to buy expensive OEM parts.
  2. Using third-party tow hitches on Tesla Model X and Model Y vehicles without the Tesla Tow Package may result in safety implications and warranty issues.
  3. The situation raises concerns about potential violations of federal antitrust laws, particularly related to 'tying arrangements' where the purchase of one product necessitates the purchase of another.

Building CAUSL - Episode 3: Ideal Customer Profiles

CAUSL Effect • 19 implied HN points • 10 Mar 23
💼 Business Marketing Sales Customer Service Entrepreneurship Market research
  1. Finding your ideal customer is important but not easy. You need to identify who can truly benefit from your product and has the budget to spend on it.
  2. It's crucial to consider factors like location, job title, and company size when defining your ideal customer. This helps you focus your efforts on the right leads.
  3. Don't limit yourself to specific industries; every problem can have a solution. Keep an open mind about potential customers to avoid missing out on opportunities.

How to handle top customer objections, create powerful case studies & measure product-market fit.

Startup Business Tips 🚀 • 17 implied HN points • 23 Aug 23
💼 Business Sales Customer Service Marketing Product Development Entrepreneurship
  1. Create a concern-handling template with objections, responses, and additional resources segmented by buyer journey.
  2. Develop powerful case studies by analyzing existing clients, conducting interviews, and creating various types of social proof.
  3. Measure product-market fit with the Sean Ellis Test by asking users how disappointed they would be without the product.

Why AI can't replace customer service 📞

Year 2049 • 8 implied HN points • 11 Aug 23
🕹 Technology AI Customer Service Chatbots Productivity
  1. AI can't fully replace human customer service agents due to limitations and the importance of human connection.
  2. AI chatbots are improving but people still prefer interacting with human agents for emotional support and flexibility.
  3. The potential lies in having AI and human agents work together to enhance productivity and performance in customer service.

Google Cloud is hiring for Vietnamese speaking Customer Engineers

Thái | Hacker | Kỹ sư tin tặc • 19 implied HN points • 05 Aug 21
💼 Business Employment Technology Customer Service Recruitment
  1. Google Cloud in Singapore is actively hiring Vietnamese speaking Customer Engineers, which is a rare opportunity.
  2. The presales team at Google Cloud is making a significant impact on Vietnamese customers and is rapidly growing.
  3. The Cloud team is able to support Singapore employment pass (EP) visa applications for successful Vietnamese candidates.

Customer Service as a Differentiator

Fish Food for Thought • 5 implied HN points • 11 Oct 23
💼 Business Customer Service Marketing AI Revenue Generation Customer Loyalty
  1. Service recovery paradox: Fixing a mistake can make customers more satisfied than if no mistake happened.
  2. Excellent customer support can be a competitive differentiator: Consumers value human-centered support over automated responses.
  3. Chatbots and generative AI can enhance customer interactions while maintaining cost efficiency: Implementing them can lead to higher customer loyalty and revenue.

We're going to charge in USD

Eddie's startup voyage • 0 implied HN points • 26 Dec 22
💼 Business Startup Pricing Currency Conversion Customer Service
  1. The decision has been made to charge in USD instead of British pounds (GBP) due to a higher likelihood of customer base outside the UK, particularly in the US market.
  2. The change to USD aims to potentially improve the conversion rates by removing hesitancy related to unfamiliar currency for international visitors.
  3. Existing customers will not be affected by the currency change and will continue to be charged in GBP, showing consideration and appreciation by 'grandfathering' their prices.

Oh Air Canada!

Joshua Gans' Newsletter • 0 implied HN points • 17 Feb 24
🕹 Technology AI Chatbots Legal Customer Service Data Privacy
  1. Businesses are responsible for what their chatbots say, as established by Air Canada paying compensation due to inaccurate information provided by their chatbot.
  2. It's crucial for companies to ensure that the information provided by AI or chatbots is accurate and aligns with their actual policies to prevent legal issues and PR nightmares.
  3. Being reasonable with customers and resolving issues effectively can prevent situations from escalating to legal battles and negative publicity for a company.

Cool/wow

Links I Would Gchat You If We Were Friends • 0 implied HN points • 15 Sep 15
🕹 Technology Internet VR Customer Service
  1. The future of the Internet might change due to ad-blockers potentially making it cleaner but threatening the web's infrastructure
  2. Virtual Reality is on the horizon, with experts predicting possibilities straight out of science fiction within the next decade
  3. Insights from a nine-month stint in Uber's customer service provide revealing perspectives about the company

AT&T Wireless Service Disruption Affects Customers Due to 'Software Issue'

Vigilainte Newsletter • 0 implied HN points • 28 Aug 24
🕹 Technology Telecommunications Software Development Customer Service Cybersecurity
  1. AT&T is facing a major service disruption due to a software issue, causing many customers to lose their ability to make calls or use data.
  2. People are frustrated with the lack of communication from AT&T's support, which has been overwhelmed and unable to provide clear solutions.
  3. This outage is especially bad timing for AT&T, as they just got fined by the FCC for not notifying 911 about a previous outage.

Why Facebook Messenger is a big deal for customer service

Joshua Gans' Newsletter • 0 implied HN points • 06 May 16
🕹 Technology Social media Customer Service Messaging Artificial Intelligence Communication
  1. Facebook Messenger has been turned into a platform for customer service, allowing companies to use bots to chat with users, showing how small changes can have a big impact.
  2. The efficiency of Messenger for customer service is highlighted by its quick, familiar, and continuous interactions, bridging the gap between customers and companies.
  3. Using a messaging app like Messenger provides quick and convenient communication, with the potential to scale interactions efficiently and pave the way for AI integration in customer service.

Love your grumpy customers

Founders Confidential • 0 implied HN points • 19 Jun 24
💼 Business Customer Service User engagement Product Development Marketing Strategy
  1. Don't ignore grumpy customers; instead, engage with them. They can provide useful feedback that helps improve your product.
  2. When customers express negative feelings, they often just want to be heard. Acknowledge their frustration and show that you care about their experience.
  3. Build a relationship with your critical users. Their feedback can turn them from unhappy customers into loyal advocates for your brand.

This is the strategy for America's best airline

Ruben Ugarte's Growth Needle™ • 0 implied HN points • 23 Apr 24
💼 Business Customer Service Airlines
  1. Delta Airlines focuses on providing excellent customer service, which helps them stand out in a tough industry. They prioritize keeping flights on time and minimizing cancellations.
  2. The airline consistently ranks at the top of customer satisfaction surveys due to their efforts in handling baggage and reducing delays, making travel smoother for passengers.
  3. Delta's strategy combines premium services with great customer care, showing that a focus on quality can lead to success and loyalty from customers.