@ian ya that’s what I meant when I said “while keeping quality high”. It would be critical to have a very low error rate.
Ya 10% would probably be fairly realistic. It varies a lot by account. I have 3 accounts that I’ve been spot checking and some of them probably have lower than a 5% simple answer rate, whereas others seem to have upwards of 30%.
Not necessarily looking to target bootstrappers. One of the things I like about this idea is how widely applicable it would be. It’s kind of surprising to me that larger companies aren’t already doing something like this b/c of how much they could save / improve.
I think there would be smart ways to niche this down though. For example for ecommerce, you could have one click return responses that also hooked into an ecommerce api to generate a return, etc. Obviously things like that further increase the importance of accuracy.
@davidw, thanks! So ya I don’t think this kind of thing would be a fit for you if you need 2 hours of total support time. The idea isn’t to replace all support answers with canned answers, but only the answers that should be canned.
If someone emails in saying “how do I reset my password?”, you should be sending them a canned response. Spending a few minutes on writing something by hand isn’t doing anyone a service.
@Rhino you keep quoting “genius” haha. You can just call them support agents if you don’t like our whiz bang marketing copy
Ya again it would be non trivial to get incentives aligned such that the error rate would be low. We were actually imagining local US people doing this kind of thing as well. Because it’s so low friction and you could kind of gamify the process, it could be something that people did in their down time.