Opinion

January 5, 2022

Having human customer support is the new black for startups in 2022

The era of unaccountable growth is over. Post-COVID startups should slow down, reflect and focus on what’s important — their customers.


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You might not know the name Alex Kearns, but you might be familiar with his story. The twenty-year-old took his own life when he wrongly assumed that he had lost $750,000 in trading options on the fintech app Robinhood. He tried contacting customer service three times, but only received automated messages. (Robinhood has since promised to triple the size of its full-time customer support team and double the number of full-time customer support reps.) 

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