Thanks for commenting - it’s good to get your take on things. We’d love to chat further if you’d like - ping us at hi@hioperator.com .

A few quick thoughts though. We are committed to keeping support local - in this case in the US. We’re not trying to be the lowest cost option, nor are we trying to handle the long tail of customer support. We focus on 80/20. And there is plenty of 80 to be had, even at scale.

There are a few specifics to how we’re organized and how we incentivize our agents that we’re seeing help align incentives a bit better.