Weird straw man. No one said that there shouldn’t be customer service on offer. The statement I originally made was that a company shouldn’t be legally bound to provide customer service in every single possible channel of communication (eg handwritten napkins).
I said that it’s actually good to be required to provide cancellation through the same channel that the service was initiated from. I’m pro customer service, anti absurdist requirements.
Processing napkin cancellation requests requires just about as much work as any other form of "manual" request -- whether that's over email, phone, etc.
There is nothing special about processing a "napkin cancellation" or whatever other form, the process is the same: find the account, do whatever verification needs to be done, and cancel it on the backend. In the end, you still have to have a manual cancellation pipeline powered by customer service. Whether that's because a customer can't find the button, wants human confirmation that it's been cancelled, whathaveyou. An automated system will never cover 100% of your customer base.
There is no strawman. Manual cancellation requests, just like any other manual request, is a standard part of Customer Service. If you can't provide CS, then you shouldn't be operating a customer-facing service.
> Processing napkin cancellation requests requires just about as much work as any other form of "manual" request -- whether that's over email, phone, etc.
The costs of running phone support are absurd. You have literally no idea what you’re talking about. Even just spend like 5 seconds considering how you’re going to go through the process you laid out when someone hands you a napkin they wrote on LOL
I said that it’s actually good to be required to provide cancellation through the same channel that the service was initiated from. I’m pro customer service, anti absurdist requirements.
Feel free to build your straw men, though!