[underlipton]

I've been on the other end, as a rideshare driver whose app frequently malfunctions/customers rescind tips/etc. When anything other than, "Get order, pick up, drop off, get paid," happens, you call customer service. They bounce you around, you ask for a supervisor, voice your original complaint AND how you had to deal with being bounced around and put on hold, etc. The supervisor issues some sort of reparation (sometimes less than what was originally lost, occasionally more). It's a bandage over the broken processes that the company can't be assed to fixed, because the alternative is drivers becoming so fed up that they quit driving, and suddenly you don't have a business anymore.

I suspect that the cause is further up the chain, and possibly even out of corporate's ability to fix. Maybe they can't afford a process rewrite. Maybe such an endeavor is futile because even the best interfaces will never cleanly program your customer base to approach your service as you intend for them to, and you simply NEED human-facing humans to smooth out the wrinkles. Maybe the entire business model is faulty and there's no point in trying to fix it versus just riding things out until collapse. Considering how widespread the problem is, there probably just needs to be a general rebalancing of expectations and perceived value. In some cases, rip off the bandage and perform the surgery. In others, maybe fire your UX team and invest in CS, because another n redesigns just simply isn't going to fix the problem as well as having a knowledgeable contact available would.