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0 pointsdoctorpangloss1y ago0 comments

Isn’t the best customer service:

    Cost to Solve < Remaining LTV * Profit Margin

In other words, do the details matter? If the customer leaves because you don’t take a fraudulent $10 return, but he’s worth $1,000 in the long term, that’s dumb.

You might think that such a user doesn’t exist. Then you’d be getting the details wrong again! Example: Should ISPs disconnect users for piracy? Should Apple close your iCloud sub for pirating Apple TV? Should Amazon lose accounts for rejecting returns? Etc etc.

A business that makes CS more details oriented is 200% the wrong solution.

0 comments

fnordpiglet1y ago

The fraud we deal with is a lot more than $10.

mmcwilliams1y ago

Do you find that the entities committing fraud are using generative AI tools to facilitate the crimes?

fnordpiglet1y ago

They use every tool you can imagine. Most are not imaginative but many are profoundly smart. They could do anything they set their minds to and for some reason this is what they do.

j / k navigate · click thread line to collapse

0 pointsdoctorpangloss1y ago0 comments

Isn’t the best customer service:

    Cost to Solve < Remaining LTV * Profit Margin

In other words, do the details matter? If the customer leaves because you don’t take a fraudulent $10 return, but he’s worth $1,000 in the long term, that’s dumb.

A business that makes CS more details oriented is 200% the wrong solution.

0 comments

fnordpiglet1y ago

The fraud we deal with is a lot more than $10.

mmcwilliams1y ago

Do you find that the entities committing fraud are using generative AI tools to facilitate the crimes?

fnordpiglet1y ago

They use every tool you can imagine. Most are not imaginative but many are profoundly smart. They could do anything they set their minds to and for some reason this is what they do.

j / k navigate · click thread line to collapse