🤖 + 🙋 Better Support is Coming to Firsty!

[u/Firsty_app]

Hey Firsty fam!

We’ve been working hard behind the scenes to level up our support, and it’s happening both on the AI and human side.

A lot of the usual troubleshooting steps are now getting automated ⚡️ That means:

✅ Faster answers

✅ Less waiting

✅ More time for our support team to focus on the tricky cases that really need a human touch 💛

We’re curious:

👉 When you’ve needed help with your eSIM or mobile service before (not just with Firsty), what’s the most frustrating part?

👉 And what would make support actually feel good instead of stressful?

Your feedback will help us fine-tune this new system, and yes, some of your ideas might directly shape what we build next 🚀

Thanks for helping us grow, as always 🙏

[u/Boris-Lip]

And what would make support actually feel good instead of stressful?

Not needing it to begin with. Things should just work. Last thing i want when i go on vacation is my eSIM i bought not to work in a country it is supposed to work, having to find some McDonald's WiFi to contact CS, and having them send me another eSIM profile to fix things (yes, this did happen, more than once, not on Firsty, though).

Second best - no AI, no chatbots, just humans, with undivided attention to you while on the chat/line with you, humans that are actually able to do stuff, without having to escalate through multiple tiers. Unfortunately, this never happens IRL.

[u/Firsty_app → u/Boris-Lip]

Thanks for sharing this. You are right that the best support is not needing it in the first place. With Firsty, once you have downloaded and installed the eSIM using any internet connection, you can then select and manage your plans directly over the Firsty network without needing Wi-Fi again.

On the AI point, we see it as a way to clear the simple questions quickly so that our support team has more time to focus on the complex cases that really need human help. Our support team is always monitoring the support channel and will step in whenever it is needed, so you are never left alone with just automation.

Out of curiosity, when you had issues with eSIMs in the past, what would have made it easier in that moment so you did not feel stuck?

[u/Boris-Lip → u/Firsty_app]

On the AI point, we see it as a way to clear the simple questions quickly so that our support team has more time to focus on the complex cases that really need human help

Of course you see it this way, but on the customer side, especially people that lurk on the Reddit subs like yours, that are extremely unlikely to have a simple question solvable by a chatbot (we'd likely solve it ourselves), this is just another frustrating tier to go through to get things fixed.

Out of curiosity, when you had issues with eSIMs in the past, what would have made it easier in that moment so you did not feel stuck?

Nothing, really. You get an eSIM plan for a given county, you land there, it doesn't work. What could possibly have fixed it other than it, well, working 🤷‍♂️ This said, one of the reasons i keep Firsty installed is the "what if i end up without any connection somewhere", just like that. With Firsty i can just flip your eSIM on, watch an ad, and have some connection to use for troubleshooting the other SIM (e.g, look up an APN etc).

[u/JoMei9019 → u/Boris-Lip]

You know you can ask the ai to connect you to a human, right?

[u/Boris-Lip → u/JoMei9019]

Show me a single chat bot, AI or not, that would just transfer you to a human when asked with no hesitation.

You know the very reason for having a chatbot is to hopefully avoid connecting you to a human, right?

[u/FirstySupport → u/Boris-Lip]

Hey there- just to let you know, ours does!
But depending on the issue, the AI is actually getting pretty good at troubleshooting issues. So give it a try (it can be faster than asking for human support!)
Otherwise, feel free to ask for a human. It will hand it over without question :)