That chat with a guy from Wealthsimple made me rethink customer support

I was at a meetup in Toronto last month and got talking to this older fellow who used to work at Wealthsimple back in like 2017. He said something that stuck with me: back then, they actually answered every single customer email within 4 hours, even on weekends. Now most fintechs, including his old shop, rely on chatbots and AI replies for 80% of stuff. I remember when I first started looking at Canadian fintech startups, I loved how personal the support felt. Now it feels like you gotta jump through hoops just to talk to a real person. It hit me that as these companies grow, they lose that small touch that got people in the door in the first place. Does anyone else miss that early customer service vibe, or am I just getting old?

3 comments

3 Comments

jasonf1725d ago

Friend got a canned chatbot response for a frozen account, took three days to fix manually.

leo_fisher22d agoMost Upvoted

Nah, just screenshot everything and tag them on twitter. Works every time.

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logan_young2925d ago

Nah, I'm gonna push back on this one. Most of those early "personal" replies were just copy-pasted templates anyway, and waiting 4 hours for generic answers isn't the flex people think it is. A decent chatbot can solve basic problems in seconds and actually escalates complex stuff to humans faster than those old systems did.

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