> Where do we invest, absolutely stunning human support?
That's a complete non-starter unless you're serving some extreme luxury premium market with absurd margins, and/or your customer interactions already require a lot of human involvement. So 99.9% of digital products are right out.
Good human support is absurdly expensive and will easily make your product 10 times more expensive than your competitor's. But almost no customer is willing to pay 10 times more for good support.
That's a complete non-starter unless you're serving some extreme luxury premium market with absurd margins, and/or your customer interactions already require a lot of human involvement. So 99.9% of digital products are right out.
Good human support is absurdly expensive and will easily make your product 10 times more expensive than your competitor's. But almost no customer is willing to pay 10 times more for good support.