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 Customer Service
  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 Customer Service
  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.

Mental Bric-a-Brac

Disaffected Newsletter • 839 implied HN points • 08 Aug 24
🏥 Health & Wellness Customer Service
  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.

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 Customer Service
  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.

How I Productized A Service Business And Earn Recurring Income

VERY GOOD PRODUCTIZED GUIDES • 79 implied HN points • 05 Aug 24
💼 Business 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.
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6 lessons from Y-Combinator, 10 years later

Pratap’s Substack • 317 implied HN points • 26 Mar 24
💼 Business 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 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.

#42: Five Enterprise AI Reversals From 2025

OSS.fund Newsletter • 37 implied HN points • 01 Jan 26
🕹 Technology Customer Service
  1. Human agents are still essential as the safety and empathy layer alongside AI, so companies must design and budget for hybrid human+AI workflows with clear escalation and QA paths.
  2. Enterprise buying now demands predictable, governable pricing and clear unit economics, pushing vendors toward outcome- or unit-based costing and hybrid seat/credit models that finance can forecast and control.
  3. The real enterprise risk and competitive moat is in orchestration, connectors, and governance — permissions, logging, and blast-radius controls (plus compliance posture and multi-model routing) are becoming hard buying criteria.

25 Things I've Learned In 25

Spilled Coffee • 44 implied HN points • 17 Dec 25
💼 Business Customer Service
  1. Prioritize time and relationships over possessions. Spend money to buy time, create experiences, and celebrate loved ones while you still can.
  2. Invest with discipline and block the noise: have a watchlist, cut losses quickly, let winners run, and favor low-cost indexing if you can’t consistently outperform. Avoid loud social media opinions and fear-driven decisions.
  3. Act now and enjoy life instead of waiting for perfect timing: call people, ask questions, help others, and build small surprises and rituals that create lasting joy.

Intercom's decisive bet on AI

Kyle Poyar’s Growth Unhinged • 315 implied HN points • 21 May 25
💼 Business 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.

Just refund them

Startup Real Talk • 388 implied HN points • 05 Feb 25
💼 Business Customer Service
  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.

Arguing with Software

David Friedman’s Substack • 251 implied HN points • 13 Jan 25
🕹 Technology Customer Service
  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.

Smiles and Sales: The Economics and Oddities of Retail’s “10-Foot Rule”

Gad’s Newsletter • 26 implied HN points • 17 Nov 25
💼 Business Customer Service
  1. Greeting customers can really boost sales and satisfaction. A simple smile and a 'hello' make shoppers feel valued and can lead them to spend more.
  2. Having employees greet customers can be a cost-effective way to improve service without needing more staff. It creates a welcoming atmosphere and keeps customers engaged.
  3. Cultural differences matter when it comes to greetings. While some people appreciate a friendly approach, others may find it intrusive, so it's important for stores to know their clientele.

#11: Travel Agents: the misunderstood distribution channel

Bureau of Adventure • 59 implied HN points • 09 Mar 24
🏝 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.

Alexa, WTF Happened?

The Radar • 19 implied HN points • 05 Mar 24
💼 Business Customer Service
  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.

AI lets you scalably do things that don't scale

Generating Conversation • 70 implied HN points • 14 Nov 24
💼 Business 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.

LLM links

In My Tribe • 136 implied HN points • 06 Mar 24
🕹 Technology Customer Service
  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.

We must stop muting like this

Soaring Twenties • 255 implied HN points • 01 May 23
🕹 Technology Customer Service
  1. An intelligent machine would be able to handle muting and be reasonable in interactions.
  2. Dealing with stupid machines can be frustrating and lead to absurd situations.
  3. It's preferable to interact with intelligent machines rather than sophisticated automated morons.

Run Your Own Race

Fish Food for Thought • 18 implied HN points • 18 Jun 25
💼 Business Customer Service
  1. Focus on what your customers really need instead of just copying competitors. This helps create unique value and builds customer loyalty.
  2. Understand that just because something works for another company doesn't mean it will work for you. Your strategy should be based on your own customers' reality.
  3. It's important to say 'no' to ideas that don't align with your core purpose. Staying focused on your goals will help you create real value over time.

Services That Scale

Build To Scale • 19 implied HN points • 14 Dec 23
💼 Business 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.

Turns out Unreported Truths readers love free swag as much as anyone else

Unreported Truths • 9 implied HN points • 30 Jun 25
💼 Business Customer Service
  1. Readers enjoy free merchandise like T-shirts as a thank you for their support. It's a fun way to engage subscribers and show appreciation.
  2. The standard-tier subscribers will still have access to all content and features, ensuring no one misses out by not upgrading.
  3. If there's a billing issue or confusion about subscription charges, it's best to reach out directly instead of going through the credit card company.

Worst reasonable efforts

The Jolly Contrarian • 2 HN points • 14 Jun 24
💼 Business 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.

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

Gad’s Newsletter • 50 implied HN points • 15 Jan 24
💼 Business Customer Service
  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.

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

Fight to Repair • 19 implied HN points • 07 Nov 22
💼 Business Customer Service
  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 Customer Service
  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.

Everyday examples of mundane low-stakes data modeling fails

Data: Made Not Found (by danah) • 51 implied HN points • 13 Jun 23
🕹 Technology Customer Service
  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.

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

Gad’s Newsletter • 35 implied HN points • 23 Oct 23
💼 Business 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.

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 Customer Service
  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.

Google Cloud is hiring for Vietnamese speaking Customer Engineers

Thái | Hacker | Kỹ sư tin tặc • 19 implied HN points • 05 Aug 21
💼 Business Customer Service
  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.

Why AI can't replace customer service 📞

Year 2049 • 8 implied HN points • 11 Aug 23
🕹 Technology Customer Service
  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.

Customer Service as a Differentiator

Fish Food for Thought • 5 implied HN points • 11 Oct 23
💼 Business Customer Service
  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.

Oh Air Canada!

Joshua Gans' Newsletter • 0 implied HN points • 17 Feb 24
🕹 Technology Customer Service
  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.

Why Facebook Messenger is a big deal for customer service

Joshua Gans' Newsletter • 0 implied HN points • 06 May 16
🕹 Technology Customer Service
  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.