The hottest Customer Service Substack posts right now

And their main takeaways
Category
Top Business Topics

Cool/wow

Links I Would Gchat You If We Were Friends • 0 implied HN points • 15 Sep 15
🕹 Technology 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

We're going to charge in USD

Eddie's startup voyage • 0 implied HN points • 26 Dec 22
💼 Business 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.

This is the strategy for America's best airline

Ruben Ugarte's Growth Needle™ • 0 implied HN points • 23 Apr 24
💼 Business Customer Service
  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.

Love your grumpy customers

Founders Confidential • 0 implied HN points • 19 Jun 24
💼 Business Customer Service
  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.

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

Vigilainte Newsletter • 0 implied HN points • 28 Aug 24
🕹 Technology Customer Service
  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.
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🐿️ Hardening - The IPT Newsletter

Squirrel Squadron Substack • 0 implied HN points • 17 Jun 25
💼 Business Customer Service
  1. Fixing problems quickly makes a strong impression on customers. If a hotel or service handles issues well, people remember that positively.
  2. Customers are often less upset about mistakes if they see prompt and effective solutions. It's more about how you respond to problems than the problems themselves.
  3. In today's tech world, many people face constant bugs and bad user experiences. If you can help them easily, you'll stand out and earn their loyalty.

🐿️ Hardening - The IPT Newsletter

Squirrel Squadron Substack • 0 implied HN points • 19 Aug 25
💼 Business Customer Service
  1. People remember how problems are fixed more than the problems themselves. Good service during bad experiences leaves a lasting impression.
  2. Quick and effective solutions are more important than just making better products. Customers appreciate when their issues get solved promptly.
  3. It's okay to have flaws, but businesses should focus on helping customers recover from them. Making it easier to fix problems wins customer loyalty.