We will be hosting an AMA on Wednesday, September 10, with Bruce, who runs our Support Team. Start posting your questions at the link provided below, and we will try to answer as many as we can, starting with the most upvoted ones.
This will not be a way to receive support, but more a way to ask questions about how we handle support and why we do the things we do.
Calling @peepeep and anyone else:
What questions do you have about the Support site, AI chat bot that you use a lot, how to get a human, how they decide things, and anything else related to support?
(Iām already in the process of spamming. Bruce dozens of good questions) 
Iām actually considering creating a Reddit account for this. Iāve read and even linked to other Reddit AMAs from here in the Forum, and itās nice to be able to do that without a need to sign up, but Iām pondering some questions and donāt want to burden someone else with the act of posing them for me. 
I just use my Google passport to log in.
But also, I really donāt mind relaying questions. The leadership team at Wyze All already know that I am often relaying questions on behalf of other people from the other social media platforms and have often expressed a lot of appreciation for me doing that because I still get the message across clearly without being aggressive and disrespectful like some angry people will be. Dave and others have talked about it in in some of the discord firesides about how grateful they are that I make sure to relay questions for people and do it professionally. So they love to answer my questions. I also often take the responses and relay them to the people who wanted to ask them.
Having said that, I do think that in general it is best if there are lots of other people asking questions, rather than itās seeming like they answer me too much. So everybody asking their own questions is definitely preferred, but I really donāt mind asking questions on behalf of others, and they have strongly indicated that they absolutely do not mind me doing that as well. I think I already have over 15 questions in there.
I count 68 
marks in your posts. 
Enjoyed reading them all.
Having said that, Iām finding it useful enough.
Heh, good point. I guess I meant submissions/comments, but youāre right, I asked a lot more āquestionsā since a bunch of them were kind of secondary, follow-up, or dependency questions. If we count all my ārun-onā sentences that could have been broken up, itās probably way more than 68.
Lies! J/k
Have any to add?
I feel like most other people in there (when I last checked yesterday) are asking him FOR support rather than ABOUT support. It would be funny to turn the AMA into a fix it Friday event.
Honest engine. 
Not so far. Yours have āsatedā me. 
How is him, btw? Has Wyze employment improved his quality of life? 
I met him in person in Seattle. Heās also been on some public videos & events. Heās really knowledgeable and capable. He seems to enjoy his job and data and that seemed fairly obvious to me. Also, how do you expect somebody to respond to that when they know their employer is going to read their response? Like any of them would say that they hate their job when theyāre currently on the clock representing the company publicly speaking for the company. thereās really only one answer they can give on the subject of whether their job improves their quality of life or whether they like it. Thatās a question youād have to ask him sitting at a bar or something, man to man, away from the employer if you want to ensure an honest answer rather than the expected PR answer.
Have Wyze products improved your quality of life?
Is an Angry Customer ever Useful?
What is the single most important question about a customerās home WiFi environment a CS agent could ask before proceeding with troubleshooting?
Empathy is important but Iām skeptical that it can be conveyed by voicing a scripted line under time constraints. Does your data show it to be effective in this form nonetheless?
Letās see what Bruce has to say about this:
Your second bit here (beneath the horizontal rule) reminds me of The Language of Comfort. I still think thereās room for conversation about that, and Iād be interested to see what data they might have about actual human empathy and measures of effectiveness in addressing customersā concerns, particularly when there are topics like Support Shoutouts ā Real Stories from Our Users š¬ where they seem to be trying to accentuate the positive.
What is the single most important question about a customerās home WiFi environment a CS agent could ask before proceeding with troubleshooting?
This reminded me about our discussions related to Agency vs scripting and satisfaction, so I merged this question to include questions from our previous conversation on this topic and posted it for us:
I hope he answers that one. It would be interesting to hear his thoughts on it. Hopefully I represented your intent sufficiently even if not exactly as you wouldāve phrased it. It seems like a good opportunity for me to include my expanded question with yours.
This is a good question and one I wouldāve asked (and have expressed my own opinions about elsewhere in the Forum). I think one of the ways the Forum can really add value is that many people who participate here want to help and have actual hands-on experience with the products in addition to whatever they bring to the conversation with their varied backgrounds and spectrum of troubleshooting practice. Many of the responses Iāve received from Wyze Wizards appear to lack any evidence of independent critical thought (going to the flexibility issue) or real product experience, and a disappointing number of them give the indication that the agent didnāt even comprehend or even read my prior message(s), because they completely ignore direct questions that I ask because I think they would be helpful in achieving a resolution to whatever the problem is.
That sometimes makes me think that theyāre not āallowedā to use their human brains, and thatās sad.
I hope so, too. I might have to register for Reddit just to upvote that.
Thank you for asking.
Great points! I just updated my closing paragraph to add the example of how they seen to be forced to ignore our opening statements and context info sometimes:
Some users have reported receiving templated emails where the rep forgot to fill in the bracketed blanks, while many others report that the response asks things the user already answered and provided information for, or that it send the rep was forced to ignore everything they already explained in the userās opening statement, so clearly scripts are used at times. But other responses seem more personalized. Iād love to hear how you approach this balance and what youāve learned from it.
I could probably word that better, but Iām half asleep in bed and didnāt want to forget. Maybe I can improve it later with better clarity before Jason relays it on Monday.
That was a joint effort and I also appreciate the empathy you often invest in your posts to me (a somewhat troubled frog) and others (excepting @Antonius cuz heās as hard as nails.)
Very cool and well done! Thanks!
