RCS feels like the next SMS, but most AI voice platforms treat it as an afterthought. We're evaluating it for nationwide notary signing dispatch: high message volume, document attachments, read receipts. What lift are operators seeing on RCS vs SMS for dispatch use cases?
Had anyone seen any reporting on a June 14 delta flight LAX - MCO that turned around and returned to LAX 20 mins after take off? I was on that flight. Pilot announced he smelled fuel in the cabin and was turning around. Everyone on-board was stone quiet the entire way bsck. We did land at LAX. Greeted by waiting firetrucks! They didnt let us off the plane. Firemen came on the plane while we were all seated- like wtf open the emergency doors already so we can leave. They turned the power off to the entire plan, no air flow, no lights, likely so it wouldn't ignite and explode on the tarmac with everyone inside. Once in the terminal Delta agents refused to acknowledge the seriousness of what just happened. They kept calling it a delay. And not what it really was which was a near disaster. Couple weeks later and it still keeps me up at night.
Any ever experience this before? Flying my whole life this was a first.
my team has grown quite a bit over the last few months, and our current support inbox is starting to feel impossible to manage. messages are slipping through, it's getting harder to see who's already replied, and keeping track of conversations has become a headache. i've looked into a handful of support platforms, but they all seem to offer the same features on paper. i'm more interested in hearing from people who have spent months using one instead of reading marketing pages.
Anyone else just as annoyed with customer service chat windows, AI support and the lack of simply emailing to customer support? We just moved from out of state and I have to update health insurance, questions about phone, internet...etc.
Seems everyone is using those stupid AI chat windows. When you do get a human on the end, they spew a lot of "thank you for your valued service..." and all that fluff. It wastes time trying to chat back and forth. Try calling and you are on hold for 45 minutes. Why is email gone? It gives a good trail of conversations for later use.
Along with faking photos and such, this is one of the things about AI that just frustrates me. Anyone else have this issue?
This has nothing to do with ups. I bought a hat from an NFL website that didn’t fit so when I went to return it, it said to return it to happy returns at the nearest Staples. I brought the hat back in the box that it was shipped to me in, and the worker took it out of the box and put it into their own packaging. Everything was good I left, and I got my refund almost immediately. This was two days ago. Today I went out front and by my door the box to my old package was sitting there. The one that I had already returned. I shook it and it did not feel like a hat so I opened it and there was a box in there that said it was razor blades. I shook that box and it did not feel like razor blades so my boyfriend opened it and there was something black in there wrapped up in saran wrap multiple times. I told him to be careful and he opened it slowly. It was some type of tarp and in that was a clear bottle with no label with piss in it. Or something that looked very similar to pee. Wtf would you all do I’m furious and I wanna go back to Staples and rage, but I just had a baby so I can’t get myself worked up or in trouble. I feel like if I call and complain they’re just going to protect each other cause they’re all young workers. And I feel like it’s not Emergency enough to file a police report. But I’m worried because clearly UPS did not re-deliver this someone dropped it off who worked at Staples to my home they know my address and now I’m freaked out and pissed off. What would you all do and is this something that these return people are doing playing pranks or is this something more serious?
I’ve been working with a few support teams in Europe lately, and it honestly surprises me how many of them—even the huge enterprises—are still handling almost everything through phone and email.
I feel like the problem is that these channels are a bottleneck by design. Email and phone force you into a strict 1-to-1 dynamic. It doesn't matter if you optimize your templates or push agents to wrap up calls faster; eventually, the volume just eats you alive because the channel itself doesn't scale. You always need a human putting out fires from scratch.
It seems like the only solution teams look for is hiring more people or trying to shave a few seconds off handling times, instead of moving that heavy volume over to chat where users can actually self-serve basic things (like checking an order status or updating account info) without sending an email and waiting three days.
Is your operation still heavily dependent on phone and email, or have you managed to offload that volume to chat? What has been the hardest part of making that shift?
Scaling enterprise support usually fails because of operational blindness, not a lack of agents.
A few days ago, I was looking into the operations of a high-volume insurance provider, and they were dealing with the classic mess: fragmented channels, inconsistent responses, and zero visibility into response times (SLAs).
From that conversation, I walked away with two very tactical realizations:
How do you handle the bot-to-human transition in your operations? Do your agents get automated summaries, or do they have to read through the entire backlog to understand the customer?
Listen, I know the title suggests that I may be a Karen that hasn’t gotten her way and I’m posting out of anger to get validation but that is not the case.
I am simply an autistic 20 something that notices problems within systems and trends especially when it comes to customer feedback that is not being addressed by companies big and small.
For context, I work at the front desk at a decently large company that claims to value feedback (I have also worked in multiple companies previously that have said that feedback and honesty is their biggest values and that does not ring true with their actions) and I receive a lot of feedback daily.
Now I am aware that you can’t tailor everything to everyone so obviously some of this feedback has to be taken with a grain of salt, but I still note the feedback down and send it to higher-ups (as I am supposed to).
The first issue with this comes with the immediate judgement whenever any negative feedback is received. This feedback is always dismissed as someone just being grumpy and everyone that works there ends up commenting on the falseness of the complaint and how wrong the customer is without actually discovering if there’s any merit to their complaint in terms of our operations.
The second relates to the aforementioned subjectivity of the feedback that renders the feedback effectively useless. Often, after I have written the feedback down, I find that colleagues will say “ you can send that but it won’t go anywhere because it’s just their opinion”. Again, I get that you can’t tailor everything to everyone but if enough people complain about it then it becomes a trend but often times not enough people complain about it even though the problem exists.
Thirdly, on this topic of trending complaints, the most frustrating thing I’ve seen is employees (namely me) noting these trends - trends to which are not a result of my work but of strategic decision decisions from higher up- and being told that it is my fault that they have this complaint even though that decision that they are complaining about was not my doing. This has happened in multiple workplaces I’ve been at even to the point that I saw the same complaint from 30 people and it was just pushed back onto it being either my fault or the customer‘s fault with little to no reflection on whether their own operations and strategic decision decisions could be the problem.
I've been looking at a lot of support dashboards I’m starting to think deflection is the most dishonest metric in customer support.
We celebrate Bot Deflections and AI Resolutions as wins. We show the VP of Support a chart showing 40% of tickets were handled by a bot and they celebrate the cost savings.
How many of those deflected tickets are going to be opened again and again? How many customers finished a chat and come back 20 minutes later because the bot gave them a generic answer that didn't solve their issue?
We’re optimizing to close the ticket instead of solving the damn problem.
If a customer has to hit the help button three times for the same problem then it isn't a deflected ticket.
How do you track if a bot actually solved something, or if it just successfully shut the customer up for a few hours? Do you care about re-opens, or is deflection rate the only one that counts?
And at what point does a resolved ticket become a repeat problem that should have a permanent solution?
I've been thinking about this after seeing how much companies are investing in CX lately.
There's a lot of focus on AI, automation, personalization, new support channels... but sometimes I wonder if we're overlooking the basics.
Personally, I think one of the biggest improvements isn't adding something new but removing uncertainty.
Keeping customers informed.
Setting clear expectations.
Making it obvious what happens next.
I've noticed that people are often surprisingly understanding when something goes wrong. What frustrates them is not knowing what's going on.
Curious what others think.
If you could pick just one customer experience improvement that more companies should prioritize, what would it be?
The 'AI in CX' roles are climbing the org chart fast
I keep a running board of CX + AI roles globally, and this week's batch had a clear pattern. Alongside the usual frontline support and CSM openings, there's a real wave of senior AI-ownership roles showing up at big names — not just 'we use a chatbot' but dedicated strategy and architecture seats.
A few that stood out:
Feels like a lot of orgs are past the 'experiment with AI in support' phase and are now hiring people to own it as its own function.
For those of you in CX orgs right now — is AI becoming its own role/team where you are, or is it still bolted onto existing support and CSM jobs?
Hi! I’ll be starting on July 10 under the Walmart Digital Chat account at IBEX Alabang. I’d like to ask for honest feedback from current or former employees.
Kumusta ang account? Toxic ba o manageable?
Mahirap ba ang metrics?
Kamusta ang training at nesting?
Kumusta ang management at team leaders?
Ano ang usual concerns o challenges sa account?
May tips ba kayo para sa mga bagong papasok?
I’d really appreciate honest experiences—both positive and negative. Thank you!
Just here to vent because I still see many teams that think CX is a task they can just check off.
CX is a never-ending loop of listening to users, realizing your assumptions were totally wrong, adapting, and tweaking the process.
In my experience, every single micro-improvement actually compounds. But it only works if you have a long-term vision and stick to it consistently.
Curious to hear from other frustrated ops folks here!
I finished building my SaaS but for the life of me can’t convert to user signups. I think my site adds value and know that marketing is tough. I’m doing Tik tok once a day and LinkedIn weekly. Any suggestions for a solo founder?
Genuinely curious if anyone else is seeing this. Nearly 1 in 5 customers say they get zero benefit from AI support, and when it does go wrong, people are way less forgiving of an AI mistake than a human one. So we're automating the easy stuff and shipping the failures straight into the moments that actually decide whether someone stays a customer.
The part that bugs me most is the handoff. Customer gets stuck in a bot loop, finally reaches a human, and the human has zero context on what already happened. So the customer repeats everything from scratch, more annoyed than when they started.
Feels like a lot of teams deployed AI to cut cost first and figure out the experience side later. Anyone actually seeing AI support work well, or is it mostly this?
Hello guys! I’m looking for some advice on closing the loop with unhappy clients faster. Right now, our biggest retention issue isn't that our team does a bad job, it's that clients who have a minor issue or a weird experience tend to just ghost us and leave a passive-aggressive 1-star review instead of letting us fix it on the spot. By the time we see the review, the relationship is already dead and the damage to our public rating is done.
We recently started trying out a more proactive text-based feedback workflow using TrustGrade, which automatically pings clients a quick feedback link right after service. If they had a bad experience, it instantly routes the complaint to us privately so we can jump on a resolution immediately, while cleanly guiding the happy clients over to Google.
It’s definitely helped us salvage a few accounts that we otherwise would have lost, but I’m curious how other managers handle this transition. For those of you in client-facing or local service industries, what internal workflows or specific touchpoints are you using to make it incredibly easy for a customer to complain to you directly rather than venting online?
Booking.com blocked and terminated my account on the pretext of a breach of clause (see below).
The clause is " 7.4 (iii) The provision of inaccurate, outdated, incomplete, misleading, or fraudulent information by the Accommodation, including posting Accommodation
Information of this nature on the Extranet or through a Connectivity Partner;"
That's an allegation that Booking.com ought to substantiate or at the least seek further details or clarifications from the partner.
They say to get in touch through the Extranet, but blocked access to the extranet!!
So you have to call them, but they don't reveal the number to call because that can only be access after logging into the extranet.
So you're left chasing your tail.
I managed to get through by getting hold of their number through another means, only to be told that "Oh, your account was suspended because we need to do a location verification check. We will request it to be done and get back to you" - without any timelines.
I checked their "Location Verification" support page and there it says that you must be logged into Extranet to see the location verification banner and follow the instructions therein - how is one supposed to do that, if they are blocked from logging in!!?
Leaving legitimate businesses suspended for months without an active review path crosses from a standard "verification check" into a severe breach of the Platform-to-Business (P2B) regulations, which require transparent, accessible, and fast dispute mechanisms.
Has anyone else experienced this?
Is a class action possible to deal with this appalling customer service by a near monopoly?
I just visited 3 e-bike stores in Denver and the 2 saleswomen at e-Force electric bikes on Tennyson St in Berkeley were wonderful! I’m new to e-bikes and they helped answer my questions, offered test rides, and did not put pressure on me, and I was able to get the right bike for me! I highly recommend this shop!
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I run a small brick-and-mortar + Shopify store (gift/home stuff, avg order $35-40). A regular came in last week, joked that she “should have a punch card by now,” and it kinda stuck in my head.
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I started reading about loyalty stuff last night, ended up on this history article (https://www.qualtrics.com/articles/customer-experience/history-of-customer-loyalty-programs/) and now my brain is spinning between copper tokens, airlines miles, Starbucks cards, Prime, apps, etc. My scale is obviously way smaller, so maybe I’m looking at this the wrong way.
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For those of you in the $300k-$1M revenue range, have you actually seen a points/punch-card/paid membership program move repeat purchases, or did it just add overhead and discounts? Did you build your own, use an app (Shopify, Square, etc), or do something super low-tech?
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Also curious how you avoided training customers to only buy “with rewards” and wrecking margins. Any examples (good or bad) from your own businesses would help a lot."
