What fascinates me is that companies obsessed with KPIs don't seem to independently count unfixed issues.
Firewalling customer support behind another company or division is okay, but at least make sure you have a parallel feedback mechanism to know how they're doing!
Social media support seems like the shitty version of this, but it's not rocket science to be able to regularly independently audit a random subset of issues by your CSR contractor. Internal audits have been standard practice in similar healthcare scenarios for decades.
Customer support, at a company that is not obsessed with customer support and satisfaction, is typically "check the box". They have to provide some sort of support. It is seen as a cost center rather than as a face of the company. "number of unfixed issues" isn't relevant if you perceive customer support as perfunctory.
As a result, for many companies obsessed with KPIs, the only KPI for customer support is "price". In that lens, they are optimizing.
Firewalling customer support behind another company or division is okay, but at least make sure you have a parallel feedback mechanism to know how they're doing!
Social media support seems like the shitty version of this, but it's not rocket science to be able to regularly independently audit a random subset of issues by your CSR contractor. Internal audits have been standard practice in similar healthcare scenarios for decades.