# Enhancing Tech Customer Service to Prevent Regulation
Written on
Chapter 1: The Need for Better Customer Support in Tech
In three decades, when you’re perusing my memoirs, make sure to focus on Chapter 8, as that’s when I took office as President of the United States. The groundbreaking rise of a third-party movement was based on a fundamental idea: major tech firms should employ capable, responsive, and compassionate customer service teams.
My viral YouTube video featured me picking up a Yellow Pages, staring directly at the camera, and passionately discussing how we can easily reach a locksmith or have a local grocery store answer their phones. Yet, when it comes to tech giants like Google or Facebook, getting anyone on the line is nearly impossible. Emailing or submitting a support ticket? Good luck with that. We rely on these companies for essential services and they profit immensely from us, yet they leave us to navigate the complexities of their systems alone. This is why I am urging our government to impose regulations—not about monopolies or privacy, but focused on customer support. If they desire DMCA protections or Section 230 immunity, I want someone to answer the phone!
Snapping back from my daydream where the fractured nation unites behind the idea of a customer support line like 1–800–4GOOGLE (in this presidential fantasy, my Vice President led a movement for standardized charging ports, complete with a Guy Fawkes and USB-C logo), I genuinely propose that our industry can enhance its reputation with everyday consumers and small business owners by becoming more user-friendly when they seek assistance. Throughout my time at Google and YouTube, I often heard users express their love for our platforms, but when issues arose—like being locked out of an account or facing inaccuracies in their business listings—they found themselves lost in a maze trying to get help from us. They were baffled as to why these powerful companies could not afford to help users navigate this new landscape collaboratively. This remains a valid concern, and I believe there are four main reasons for this gap:
Section 1.1: Reasons for Poor Customer Support
I. Financial Constraints of Support Staff
Providing customer support requires investment, and if a company doesn’t demonstrate high profit margins, it risks negative consequences in its enterprise valuation. The obsession with achieving optimal 'software margins' often leads to viewing support as a cost center that should be minimized, rather than an area worthy of investment and appreciation.
II. Limitations of Human Resources
While it’s possible to enhance the productivity of human workers over time, they will never match the efficiency of automated systems or self-service options. The notion that something “won’t scale” has historically stifled many beneficial ideas, even if they might improve a situation temporarily. AI-driven solutions might help in this area, but sometimes, the need goes beyond merely finding an answer; it’s about feeling respected and valued.
III. Stereotypes Affecting Engagement
How can you distinguish between an extroverted engineer and an introverted one? The extroverted engineer will look at your shoes during conversation. Although many engineers are sociable and well-adjusted, the stereotype of the socially awkward coder allows too many individuals to avoid confronting the real-world implications of the products they create. A potential solution is to rotate staff through customer support roles periodically.
IV. Special Treatment for the Elite
Perhaps the real reason these issues persist is that the elite have access to special channels within these companies. If you're a major advertiser or business partner, you might have a dedicated account manager or personal connections with senior executives.
This brings to mind one of my frequent tongue-in-cheek tweets suggesting, “I don't understand why everyone says [Instagram, YouTube, Google, etc.] has terrible customer service. Whenever I have a question, I just email the product VP, and they respond promptly.”
Section 1.2: The Path Forward
Aside from my whimsical aspirations, this discussion stemmed from a conversation with a savvy marketing executive following the SVB bank run. We explored how our industry—venture capital, startups, and tech as a whole—could better communicate its positive contributions to the economy. I remarked that beyond simply rephrasing our messages, we also needed actionable steps. When asked for my recommendations, I didn’t mention eliminating carried interest or breaking up large firms, but rather emphasized improving customer support.
Why does this matter?
There will always be those who view capitalism as fundamentally flawed—we won’t change their minds. Others may long for a slower-paced world, resisting disruption because it benefits them—shrug emoji. Some will use tech as a scapegoat to advance their agendas—we should confront that.
However, there exists a significant portion of average Americans who appreciate technology and regard many tech companies as aspirational. These individuals—be they business owners or community leaders—offer us an opportunity to demonstrate that we can assist them in navigating the evolving world we are collectively shaping. Investing a few margin points in customer support and empathy could foster a healthier, more sustainable relationship than merely resorting to lobbying and social media. While structural challenges warrant scrutiny and some regulation, there is much that we can address independently.
Medium, and its writers, depend on memberships from individuals like YOU, rather than advertisers. By signing up through my link, you can directly support ME while gaining access to all the content on this platform.
Chapter 2: The Role of Technology in Our Lives
The first video, "In Search of the Third Attractor, Daniel Schmachtenberger (part 1)," delves into the search for solutions in a complex world, emphasizing the need for better human engagement in technology.
The second video, "The Largest Campaign Ever to Stop Publishers Destroying Games," highlights the urgent call for accountability in the gaming industry and the importance of user feedback in shaping experiences.