Living with apps has its perks: rides show up in minutes and couriers bring food to you from restaurants that wouldn’t otherwise deliver. It’s all fine until something goes wrong, like a delivery guy leaves your burger and fries on your doorstep—as in outside, inches from the sidewalk, free for anyone to dine on—and never tells you. How do you report that? There’s a trade-off between the speed of apps and their ability to provide timely help. Customer service isn’t dead, it’s just hiding very well, often under a maze of preset...

Source: Wall Street Journal July 04, 2019 10:52 UTC