Don’t use AI to respond to emails
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I recently had an annoying experience with the Pocket Casts app. In Profile -> Help & Feedback, at the bottom the box says “Have some feedback? [Get in touch]”. I pressed the button and spent time writing a message that would effectively explain what happened and how it might be fixed, and sent it.
I received a response from “Happy Bot”, telling me that the functionality I was requesting didn’t exist but that it appreciates my suggestion.
I cannot express how insulting this felt. I could not have come up with a better way for you to make me feel like you did not care. I would rather have not received a response.
If you need to reduce incoming tickets go back to “Here’s some articles that may help”, or at least have the “Help & feedback” thing in the app direct feature requests straight to the forum so people trying to help improve your product are saved some time and don’t feel like they were told to f off.
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@mallegonian we appreciate your feedback on this matter :)
I can confirm that even though our bot responded to you, all of your feedback has been logged and our product team will consider it when deciding what new features need to be added to the app.
We are working on improving the support experience and appreciate such feedback!
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