- Time to first response
- Resolution time
- Customer support costs
It's key to note that customer satisfaction with response is not among the metrics the CEO is highlighting. It seems that the role of customer support is increasingly to frustrate customers away from pursuing issues, rather than reaching a mutually-satisfying resolution. I consider most customer support chatbots as a tactic towards that: they're not going to offer any significant assistance and exist simply to waste my time, so of course the imaginary "time to resolution" is going to be minimal. If they're going to make it a hassle then I'll just open up a credit card dispute.
Not so much. I use it as an occasion to look through my wishlist to see if there are any legitimate discounts on quality goods from actual brands, and I've rarely seen anything. As far as I can tell, it's generally fictional discounts on bootleg junk sold by made-up Chinese brands like BANGOOSMILE.
I even popped a few things into camelcamelcamel and on many of them you could see how something was selling for $30 for months, then the day before Prime Day, they bumped the price up to the fictional MSRP for a minimal amount of time so they could claim it was on "sale" for like 66% off or some nonsense.