Mastodawn

Terence Eden Mar 22

🆕 blog! “Bored of eating your own dogfood? Try smelling your own farts!”

I called a large company the other day. Did I know the information I wanted could be found on their website? And was I aware that I could manage my account online? And would I like to receive a link to chat with their AI assistant via WhatsApp?

Naturally, call volumes were higher…

👀 Read more: https://shkspr.mobi/blog/2026/03/bored-of-eating-your-own-dogfood-try-smelling-your-own-farts/
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#customerservice

Bored of eating your own dogfood? Try smelling your own farts!

I called a large company the other day. Did I know the information I wanted could be found on their website? And was I aware that I could manage my account online? And would I like to receive a link to chat with their AI assistant via WhatsApp? Naturally, call volumes were higher than expected. I can only assume that whoever was in charge of predicting call volumes had recent suffered a…

Terence Eden’s Blog

@Edent when the company I worked for was acquired by a huge crappy telco and they replaced our great first line support with their own much cheaper team we found support levels got significantly worse. I took great delight in refusing to help the CTO when he came straight to the ops team demanding support until he’d been through the same process as our customers. He was furious, I suspect because he knew how crappy the experience would be, but also powerless to object.