I’m not sure what you’re saying - IF everything were different, things would be better? Sure, but we live in a reality where CS is expensive but also underpaid and customers are mean.
There's a lot of things companies can do to make it easier for customers. I try live chatting all the time and it's typically answering 10 questions for a stupidly dumb bot, finally getting someone online and then answering the exact same questions. Then telling CS my issue in detail and being given a macro answer that ignores everything I just wrote.
The level of training of CS is bad in a lot of companies and I can become that mean customer. I don't use abusive language but I'm upset having to explain myself repeatedly and getting nowhere.
The level of training of CS is bad in a lot of companies and I can become that mean customer. I don't use abusive language but I'm upset having to explain myself repeatedly and getting nowhere.