my company's primary app/digital portal that is meant to eventually replace the bulk of phone center operations requirements is hilariously bad after years of development. I used to tell the app team daily everything that was wrong with it in great detail from a usability standpoint of both our internal operations and our external customers but they just took the chat tool down, lol. they've been slowwwwly adding new functionality before the core functions are fully baked and actually useful which is just crazy to me. if it weren't for top management pushing our sales teams to push our customers to use the platform, 98% of our customers would prefer to just pick up the phone and call us anyways. (this is the concrete industry, so not exactly tech forward)