Broing Out

Thrillist’s JackThreads Introduces ‘The Jills,’ a Customer Service Team to Stand In for Your Girlfriend

Mr. Lerer (Photo: Lerer Ventures)

JackThreads, the members-only shopping site for sartorially savvy fellows, launched a new feature last week that may appeal to those whose shopping habits are calibrated to 1960s-era PanAm flight. The new customer service tool is called “Jill Says,” and it allows members to live chat with an all-female team of customer service representatives and stylists called “The Jills.”

Skeptical that the company would really hire a staff of women to coddle its shoppers in the safe space of a chat box, we ran a quick Turing Test.

“Hello, my name is Jill. I’m your personal stylist today! What can I help you with?”

“Hi! Are you a real person? Or an automated service,” we asked.

“lol I’m real,” she responded. We were already feeling the love. Read More

Shh You'll Wake the Neighbors

Even Improved Customer Service Can’t Solve All Airbnb’s Problems

Just gonna make myself comfortable here.

Airbnb has come a long way since last August’s PR disaster, when a blogger returned home to find her apartment trashed and unleashed a flood of horror stories. But there’s very little they can do to head off the occasional nightmare, as evidenced by a Quora thread that hit Hacker News this morning.

In town for Internet Week, The Next Web reporter Anna Heim booked what she thought was an apartment with high-speed Internet. She arrived to discover the location wasn’t as-advertised, and the Internet wasn’t even remotely high-speed. Nor could that be fixed, since the service provider was, in fact, the next door neighbor’s unsecured wireless network. Read More