Most of this seemed like “no shit“ advice.

People don’t like waiting. It’s annoying to have to call someone and then spend 20 minutes on hold. People dont like soulless platitudes.

This seems calibrated towards someone who has never seen Intercom on a website or watched a how-to youtube video.

It reminded me of one of those Twitter threads where people read Wikipedia, and then copy and paste the interesting parts of the article “12 things you didn’t know about the Amazon rainforest“ except this was in book form.

Mostly a waste of time.