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Today we're moving beyond Customer Support... ...and introducing Account Management. When we started Pylon in 2022, we felt there was something off about the support products that our B2B customers were using. We realized that traditional support platforms had all been built for B2C. In B2C, there is one...

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Marty Kausas

2,979 subscribers

30,682 просмотров • 1 год назад •via X (Twitter)

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Комментарии: 6

Фото профиля Marty Kausas
Marty Kausas1 год назад

Docs: Blog:

Фото профиля Kjael // Skaling Ventures
Kjael // Skaling Ventures1 год назад

When I talk to founders, they often face these challenges: - Bloat in products or processes. - High-maintenance, low-value customers. - Meetings with minimal ROI. - Difficulty prioritizing high-impact work. The solution? Power law audit your biz... Start here: #Leadership #Efficiency

Фото профиля Jake Pimental 🎾 💸
Jake Pimental 🎾 💸1 год назад

the evolution contiues I love it

Фото профиля Figure
Figure1 год назад

bro, i just want an answer, not a history lesson

Фото профиля khushi
khushi1 год назад

congrats legend(s)

Фото профиля Taylor Johnson
Taylor Johnson1 год назад

🔥 love this

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IN NEWS: Pylon raises $31M Series B (co-led by a16z & Bain Capital Ventures). Pylon is going after the B2B slice of support, not the simpler, transactional B2C queues. “In consumer you have very simple transactional support… In B2B you don’t just have customer support, you also have customer success, solutions, professional services, account management.” –Marty Kausas (Co-Founder & CEO) Tickets need rich account context (CRM notes, call recordings, implementation plans), and routing spans multiple post-sales teams. “One way to think about us strategically is we’re building something similar to Rippling, but for the post-sales use case.”
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IN NEWS: Pylon raises $31M Series B (co-led by a16z & Bain Capital Ventures). Pylon is going after the B2B slice of support, not the simpler, transactional B2C queues. “In consumer you have very simple transactional support… In B2B you don’t just have customer support, you also have customer success, solutions, professional services, account management.” –Marty Kausas (Co-Founder & CEO) Tickets need rich account context (CRM notes, call recordings, implementation plans), and routing spans multiple post-sales teams. “One way to think about us strategically is we’re building something similar to Rippling, but for the post-sales use case.”

TBPN

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The worst feature of most products is one of our best features: customer support. It's incredible how much better a product becomes when you have an incredibly helpful, friendly, experienced, and deeply knowledgeable team on-call, for you, whenever you need them. Huge bonus. We don't outsource support. We don't see it as a cost center. Outstanding support is an asset, not a liability. A number of our support folks have been with us for over a decade! That's longer than most tech companies have even been in business! And the same team that works on Basecamp works on HEY. It's all the same A-team. We WANT you to contact us. We WANT to talk to you. Get in touch. You'll see the difference.
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The worst feature of most products is one of our best features: customer support. It's incredible how much better a product becomes when you have an incredibly helpful, friendly, experienced, and deeply knowledgeable team on-call, for you, whenever you need them. Huge bonus. We don't outsource support. We don't see it as a cost center. Outstanding support is an asset, not a liability. A number of our support folks have been with us for over a decade! That's longer than most tech companies have even been in business! And the same team that works on Basecamp works on HEY. It's all the same A-team. We WANT you to contact us. We WANT to talk to you. Get in touch. You'll see the difference.

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In the past, it wasn't possible for companies to tap into their unstructured data. But that's now changing with AI. On Greylock Partners Change Agents, Aaron Levie shared "We see a future where you can actually begin to bring agents to all that data and answer any kind of question the customer has, and then eventually be able to automate any kind of workflow that the customer has."
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In the past, it wasn't possible for companies to tap into their unstructured data. But that's now changing with AI. On Greylock Partners Change Agents, Aaron Levie shared "We see a future where you can actually begin to bring agents to all that data and answer any kind of question the customer has, and then eventually be able to automate any kind of workflow that the customer has."

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The CEO of Founders Fund-backed Monaco, Sam Blond, says customers want to speak with humans for sales. But for non-customer-facing activities, AI agents are far better. “Whether you're a sales rep or a founder, you will spend your time customer-facing - and we're going to optimize everything in the platform around that experience, including the post follow-up.” “So, you get off the call, we have the call transcript, we've written an email for you to follow up with that person, it's very opinionated and trained on the way that we think about sales and go to market, you can review that email and click send, and then it's time for the next call.” “That’s the sort of optimization that we believe AI is influencing the function of sales right now. It’s - getting more qualified demos, helping you close more customers, and actually emphasizing the relationship-building that happens that is customer-facing.”
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TBPN

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‼️JUST NOW — powerful brief remarks by the leaders of Ukraine, the UK, France, and Germany in London: IN SHORT: Merz: “The coming days could be decisive for all of us. The destiny of this country is the destiny of Europe. Nobody should doubt our support for Ukraine. And this is what we are firmly standing behind. I'm skeptical about some of the details which we are seeing in the documents coming from the U.S. side.” Macron: "I think we have a lot of cards in our hands." Zelenskyy: "Our team came back, and I think that they will brief us about the last talks with Americans and after talks of Americans with Russians." Starmer: "If there's to be a ceasefire, it needs to be a just and lasting ceasefire. Matters about Ukraine are for Ukraine." FULL STATEMENTS: UK Prime Minister Keir Starmer: "But the principles remain, the principles that we've operated on for a very, very long time, which is that we stand with Ukraine, and if there's to be a ceasefire, it needs to be a just and lasting ceasefire. And that's why it's so important, that we repeatedly set out the principle forward that matters about Ukraine are for Ukraine. And we stand here to support you in the conflict and support you in the negotiations and make sure that this is a just and lasting settlement if we can get that far. You're very welcome for our discussions". President of Ukraine Volodymyr Zelenskyy: "Thank you very much, Kir. Thank you for organizing this meeting. Thank you, friends, Emmanuel and Friedrich, and thank you for our joint meeting. I think that it is very important now to organize such a meeting and discuss very sensitive issues regarding these talks that we had, in the United States and between us. Our team came back, and I think that they will brief us about the last talks with Americans and after talks of Americans with Russians. I think there are lot of what we have to discuss and speak about. So there are a lot of things which are very important for today. I think, unity between Europe and Ukraine, and also unity between Europe, Ukraine, and the U.S. There are some things which we can't manage without Americans, things which we can't manage without Europe, and that's why we need to make some important decisions". President of France Emmanuel Macron: "And thank you Volodymyr for being with us. You are always welcome. In France, I think we all support Ukraine, and we all support peace. And peace negotiations to have sustainable, robust peace. And I think we have a lot of cards in our hands. The financing and the quality of equipments and training programs to Ukraine, the fact that Ukraine is resisting in this war, and the fact that the Russian economy is starting to suffer, especially after our latest sanctions and the US sanctions. And now I think the main issue is the convergence between our common positions, Europeans and Ukrainians, and the U.S. to finalize these, peace negotiations and re-engage in a new phase in the best possible conditions for Ukraine, for the Europeans, and for our collective security". Chancellor of Germany Friedrich Merz: "I highly appreciate that we are having the opportunity to see you, Volodymyr, together with Emmanuel, and talking about the upcoming days, because this could be a decisive time for all of us. We are trying to continue our support for Ukraine, as you know. On the other hand, we are seeing these talks and negotiations in Moscow and in the U.S. I'm looking forward to hear from you what the outcome of these talks might be. And we are still and remain strongly behind Ukraine and giving support to your country, because we all know that the destiny of this country is the destiny of Europe. So that's the reason why we are here, trying to figure out what we can do. And nobody should doubt on our support for Ukraine. And this is what we are firmly standing behind. And the outcome is open. I'm skeptical about some of the details which we are seeing in the documents coming from the U.S. side, but we have to talk about that. That's why we are here".
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‼️JUST NOW — powerful brief remarks by the leaders of Ukraine, the UK, France, and Germany in London: IN SHORT: Merz: “The coming days could be decisive for all of us. The destiny of this country is the destiny of Europe. Nobody should doubt our support for Ukraine. And this is what we are firmly standing behind. I'm skeptical about some of the details which we are seeing in the documents coming from the U.S. side.” Macron: "I think we have a lot of cards in our hands." Zelenskyy: "Our team came back, and I think that they will brief us about the last talks with Americans and after talks of Americans with Russians." Starmer: "If there's to be a ceasefire, it needs to be a just and lasting ceasefire. Matters about Ukraine are for Ukraine." FULL STATEMENTS: UK Prime Minister Keir Starmer: "But the principles remain, the principles that we've operated on for a very, very long time, which is that we stand with Ukraine, and if there's to be a ceasefire, it needs to be a just and lasting ceasefire. And that's why it's so important, that we repeatedly set out the principle forward that matters about Ukraine are for Ukraine. And we stand here to support you in the conflict and support you in the negotiations and make sure that this is a just and lasting settlement if we can get that far. You're very welcome for our discussions". President of Ukraine Volodymyr Zelenskyy: "Thank you very much, Kir. Thank you for organizing this meeting. Thank you, friends, Emmanuel and Friedrich, and thank you for our joint meeting. I think that it is very important now to organize such a meeting and discuss very sensitive issues regarding these talks that we had, in the United States and between us. Our team came back, and I think that they will brief us about the last talks with Americans and after talks of Americans with Russians. I think there are lot of what we have to discuss and speak about. So there are a lot of things which are very important for today. I think, unity between Europe and Ukraine, and also unity between Europe, Ukraine, and the U.S. There are some things which we can't manage without Americans, things which we can't manage without Europe, and that's why we need to make some important decisions". President of France Emmanuel Macron: "And thank you Volodymyr for being with us. You are always welcome. In France, I think we all support Ukraine, and we all support peace. And peace negotiations to have sustainable, robust peace. And I think we have a lot of cards in our hands. The financing and the quality of equipments and training programs to Ukraine, the fact that Ukraine is resisting in this war, and the fact that the Russian economy is starting to suffer, especially after our latest sanctions and the US sanctions. And now I think the main issue is the convergence between our common positions, Europeans and Ukrainians, and the U.S. to finalize these, peace negotiations and re-engage in a new phase in the best possible conditions for Ukraine, for the Europeans, and for our collective security". Chancellor of Germany Friedrich Merz: "I highly appreciate that we are having the opportunity to see you, Volodymyr, together with Emmanuel, and talking about the upcoming days, because this could be a decisive time for all of us. We are trying to continue our support for Ukraine, as you know. On the other hand, we are seeing these talks and negotiations in Moscow and in the U.S. I'm looking forward to hear from you what the outcome of these talks might be. And we are still and remain strongly behind Ukraine and giving support to your country, because we all know that the destiny of this country is the destiny of Europe. So that's the reason why we are here, trying to figure out what we can do. And nobody should doubt on our support for Ukraine. And this is what we are firmly standing behind. And the outcome is open. I'm skeptical about some of the details which we are seeing in the documents coming from the U.S. side, but we have to talk about that. That's why we are here".

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Tune Studio is an end-to-end platform for developing applications using Large Language Models. So far, I haven't seen any other platform like this one. You can do everything here: 1. You can curate your data. 2. Use the playground to play with different models and try your ideas. 3. Fine-tune an open-source model on your data. 4. Deploy the model when you are done. This is awesome for anyone building generative AI applications. You can use Tune Studio to work with any of the open-source models out there. They were one of the few companies to host Llama 2 and Llama 3 before anyone else. Here is a link to check it out: One of their main selling points is that Tune Studio scales! You don't have to worry about serving your model to lots of users. They also have built-in user management, authentication, on-prem support, user context management, and pretty much everything you need to build generative AI applications. Thanks to the Tune team for collaborating with me on this post. We are living through the best years of development tools for AI developers. The field is unstoppable.

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Twelve years ago we asked the question: how can we put public data "on wheels"? Datawheel was born from vision that data alone doesn't get far. It needs vehicles to reach hearts and minds. Vehicles that make data easy to find, explore, and understand. Today, Datawheel turns twelve. In these twelve years, we have built dozens of solutions that are helping define the state of the art in public data distribution. Today we celebrate this journey. A journey with a great team and amazing clients. The journey to make public data all it can be. are some of the tools defining all that public data can be. Thank you!!!

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We’re thrilled to share that Outset has raised $17M in Series A funding, led by 8VC to help companies better understand their customers. When michael hess and I founded Outset, we set out to solve a critical problem: truly understanding your customer is painfully slow, expensive, and at times, impossible. It shouldn’t be. We believed AI could change this by focusing on the human side of AI. So we built the world’s first AI-interviewer. An AI agent that asked questions, listened, and learned from real humans. By removing the barriers of traditional research and allowing companies to have deeper conversations with more customers more quickly, we could help teams infuse their products with genuine human understanding at a speed and scale previously impossible. So what was the moment we knew we were onto something? When WeightWatchers ran that first pilot back in early 2023. Participants shared incredible amounts of depth, all with the world’s first AI-interviewer. We got a call the next day from their head of research: "You built a thing. We want that thing. How do I pay you for it?" That validation has turned into explosive growth. We've doubled our revenue in just the last 4 months alone, with >50 enterprise customers like Nestlé, Microsoft, and WeightWatchers trusting us to unlock deeper customer insights. All of this built on the backs of a truly special early team with 0 employee turnover. This funding round was led by 8VC, with participation from an incredible group, including: Future Back Ventures by Bain & Company, Y Combinator / Garry Tan, Adverb Ventures /April Underwood / Jessica Verrilli ), Alt Capital / Jack Altman , Rebel Fund, Genius Ventures, Ritual Capital, and many more. So what's next? We're scaling our engineering and go-to-market teams to build the world's most powerful agentic customer research platform. All focused on one mission: helping companies better understand humans. To our customers, investors, and team - thank you for believing in this vision. Now check out the video to see Outset in action, testing the video itself with real people!

Aaron Cannon

34,342 просмотров • 1 год назад

🚨 “Utah is planning on taking water away from farmers and ranchers right now” “They are currently writing new legislation that is going to put new regulations on farmers and ranchers water use — We need your help. We need to save the farmers and ranchers” “The verbiage in the bill is that they are going to require them to use less water, water that has been already granted to them from generations past, or they're going to require them to use more water saving technologies. But who is going to pay for that? It sure as hell isn't going to be the legislators, it's not going to be the senators, it's not going to be the governor. It's going to be the taxpayers and the farmers and ranchers who are going to have to equip for this. So right now we need your help. We need you to call all of the state senators, we need to call all the city offices, we need to send as many emails as we possibly can. Leave the farmers out of this bill. There should be no reason that they're included in this whatsoever —- So if you guys can please make the calls, please send the emails. We need your help.” ‘The Utah farmers and ranchers truly need your help. We barely have enough water as it is to raise our crops to feed and grow our animals. If there is any more regulation, we will lose more and more and more of our family farms and ranches. They will not be able to survive this. This is just a stepping stone and if it happens in one place, it will continue to happen all across the nation please if you can share with your family and friends please leave your comments below. We need your help.”
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🚨 “Utah is planning on taking water away from farmers and ranchers right now” “They are currently writing new legislation that is going to put new regulations on farmers and ranchers water use — We need your help. We need to save the farmers and ranchers” “The verbiage in the bill is that they are going to require them to use less water, water that has been already granted to them from generations past, or they're going to require them to use more water saving technologies. But who is going to pay for that? It sure as hell isn't going to be the legislators, it's not going to be the senators, it's not going to be the governor. It's going to be the taxpayers and the farmers and ranchers who are going to have to equip for this. So right now we need your help. We need you to call all of the state senators, we need to call all the city offices, we need to send as many emails as we possibly can. Leave the farmers out of this bill. There should be no reason that they're included in this whatsoever —- So if you guys can please make the calls, please send the emails. We need your help.” ‘The Utah farmers and ranchers truly need your help. We barely have enough water as it is to raise our crops to feed and grow our animals. If there is any more regulation, we will lose more and more and more of our family farms and ranches. They will not be able to survive this. This is just a stepping stone and if it happens in one place, it will continue to happen all across the nation please if you can share with your family and friends please leave your comments below. We need your help.”

Wall Street Apes

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Update: We have called the mother of the child on video call and seen the child. We have also asked for the child to be taken to the hospital for proper examination and treatment. We have received donations from well meaning Nigerians. If you want to support 👇🏾 Account number: 6691282911 Account name: Nelson Digital Services Bank: Monie point Other forms of support is also appreciated

Nigeria Stories

44,964 просмотров • 1 год назад

Krishna on how Anthropic thinks about the platform vs. application layer, and when they decide to build their own products like Claude Code. It’s the question every investor and founder is thinking about: “Most of what we're building is platform. There's so many examples of where a platform can accrue a lot of value, but the customers who are building on that platform actually accrue even more value. We will build our own applications on that same platform where a couple of things are true. Number one, if we feel like we have a vision into where the models are going and we can demonstrate that and create customer value in that, that might be something like Claude Code. The second is thinking about ways to demonstrate value for the ecosystem that others might emulate. If you think about Claude for financial services or Claude for life sciences, these are ways in which we've composed the platform. We're building on the same platform as our customers. That creates a level playing field. We also think that there's so much value that's going to accrue in these areas that our customers can win and we can win as well. So I think of our strategy as mostly horizontal. A lot of the value is going to accrue to the customers that are building on top of it. Our goal is build the best models and then build the products and tools and services that allow that intelligence to proliferate within customers."
2:49

Krishna on how Anthropic thinks about the platform vs. application layer, and when they decide to build their own products like Claude Code. It’s the question every investor and founder is thinking about: “Most of what we're building is platform. There's so many examples of where a platform can accrue a lot of value, but the customers who are building on that platform actually accrue even more value. We will build our own applications on that same platform where a couple of things are true. Number one, if we feel like we have a vision into where the models are going and we can demonstrate that and create customer value in that, that might be something like Claude Code. The second is thinking about ways to demonstrate value for the ecosystem that others might emulate. If you think about Claude for financial services or Claude for life sciences, these are ways in which we've composed the platform. We're building on the same platform as our customers. That creates a level playing field. We also think that there's so much value that's going to accrue in these areas that our customers can win and we can win as well. So I think of our strategy as mostly horizontal. A lot of the value is going to accrue to the customers that are building on top of it. Our goal is build the best models and then build the products and tools and services that allow that intelligence to proliferate within customers."

Patrick OShaughnessy

112,863 просмотров • 1 месяц назад

Jeff Bezos explains Amazon’s process for expanding into new products like Kindle and AWS “I would definitely advise a small startup company to be as narrow and as focused as is possible to be. If you look at the original Amazon business plan, there was no hint of anything other than books in it… I wanted to build an online bookstore, and that was it.” But the online bookstore worked better than they thought it would. So Amazon launched music, and that worked better than they thought. Then video, and that worked too. So Jeff sent an email to customers: “I picked about 1,000 customers and I said, besides the things we sell today - books, music, and video - what would you like to see us sell? And the list came back incredibly long-tailed… So it’s been kind of one foot in front of the other.” As Jeff explains, Amazon expands into new businesses in two ways: “One is from a customer need. We will work from a customer need to the skills that we need. And the other one is skills forward: from a skillset we have to a new set of customers.” Kindle is an example of a customer need - Amazon had no hardware team at the time, but to make sure they didn’t miss the transition to ebooks, they built one. Amazon Web Services (AWS) is an example of skills-forward: “We had probably more distributed computing expertise than anybody else in the world because of transactions. Transaction systems are so complicated and hard to build, and we had a service-oriented architecture of great complexity - probably before anybody else. Because we were doing that, we could see the future a little bit and decided to build AWS, which has turned into a huge business in its own right.” Jeff concludes: “Business is very situational. Rules of thumb are good, but they have to be applied to the right situation. Sometimes the old maxim that you should stick to the knitting is correct, but sometimes it’s wrong. And a senior leader’s job is to figure out: Which situation are you in?” Video source: Business Insider (2014)
2:25

Jeff Bezos explains Amazon’s process for expanding into new products like Kindle and AWS “I would definitely advise a small startup company to be as narrow and as focused as is possible to be. If you look at the original Amazon business plan, there was no hint of anything other than books in it… I wanted to build an online bookstore, and that was it.” But the online bookstore worked better than they thought it would. So Amazon launched music, and that worked better than they thought. Then video, and that worked too. So Jeff sent an email to customers: “I picked about 1,000 customers and I said, besides the things we sell today - books, music, and video - what would you like to see us sell? And the list came back incredibly long-tailed… So it’s been kind of one foot in front of the other.” As Jeff explains, Amazon expands into new businesses in two ways: “One is from a customer need. We will work from a customer need to the skills that we need. And the other one is skills forward: from a skillset we have to a new set of customers.” Kindle is an example of a customer need - Amazon had no hardware team at the time, but to make sure they didn’t miss the transition to ebooks, they built one. Amazon Web Services (AWS) is an example of skills-forward: “We had probably more distributed computing expertise than anybody else in the world because of transactions. Transaction systems are so complicated and hard to build, and we had a service-oriented architecture of great complexity - probably before anybody else. Because we were doing that, we could see the future a little bit and decided to build AWS, which has turned into a huge business in its own right.” Jeff concludes: “Business is very situational. Rules of thumb are good, but they have to be applied to the right situation. Sometimes the old maxim that you should stick to the knitting is correct, but sometimes it’s wrong. And a senior leader’s job is to figure out: Which situation are you in?” Video source: Business Insider (2014)

Startup Archive

63,593 просмотров • 9 месяцев назад

Another beautiful video from our team in Idlib, Syria. Please don't think that much has improved since the liberation of Syria. It hasn't. We need your support more than ever - and so do the animals of Idlib. They need you. Maybe more now, then they ever did. We will carry on saving as many lives as we can for as long as we can. After that we have extremely hard decisions to make. We are actively vaccinating against rabies and protecting against deaths in humans and animals. Day after day and week after week. As we have have always done. As we promised we would, 10 years ago. Feeding, castrating, neutering, protecting and caring. In the strong and certain belief that every small life is as important as ours. You have seen our videos of rescues and campaigns and the lives of our rescued animals - we are rying our hardest just to survive and improve the lives and conditions of animals in Idlib and all over Syria. Without your help we will not survive and neither will they. It's very simple you see. WE need YOU, to carry on. Our bank account is- Banca Sella SPA, Account name -House of cats Ernesto IBAN IT73E0326822300052461720340
1:49

Another beautiful video from our team in Idlib, Syria. Please don't think that much has improved since the liberation of Syria. It hasn't. We need your support more than ever - and so do the animals of Idlib. They need you. Maybe more now, then they ever did. We will carry on saving as many lives as we can for as long as we can. After that we have extremely hard decisions to make. We are actively vaccinating against rabies and protecting against deaths in humans and animals. Day after day and week after week. As we have have always done. As we promised we would, 10 years ago. Feeding, castrating, neutering, protecting and caring. In the strong and certain belief that every small life is as important as ours. You have seen our videos of rescues and campaigns and the lives of our rescued animals - we are rying our hardest just to survive and improve the lives and conditions of animals in Idlib and all over Syria. Without your help we will not survive and neither will they. It's very simple you see. WE need YOU, to carry on. Our bank account is- Banca Sella SPA, Account name -House of cats Ernesto IBAN IT73E0326822300052461720340

Ernesto’s Sanctuary for Syrian Cats

10,937 просмотров • 7 месяцев назад

Illegals in America have been operating on a whole different set of rules than Americans, and by that I mean no rules This business owner is illegal in America and he’s mad that Bank of America, where his account is, now wants a social security number and ID for withdrawals “They are asking for social and they are asking for ID in the Bank of America” “Although when we opened the account they didn't even ask for that” THEY DIDN’T ASK FOR THAT?? What’s the point of paying taxes when illegals are the ones who have all the rights and benefits and don’t have to prove anything? Without any of those documents he’s still able to receive loans with an ITIN number, to get an ITIN number they don’t even need to be an American citizen. They can be illegal…. Amazing.
1:27

Illegals in America have been operating on a whole different set of rules than Americans, and by that I mean no rules This business owner is illegal in America and he’s mad that Bank of America, where his account is, now wants a social security number and ID for withdrawals “They are asking for social and they are asking for ID in the Bank of America” “Although when we opened the account they didn't even ask for that” THEY DIDN’T ASK FOR THAT?? What’s the point of paying taxes when illegals are the ones who have all the rights and benefits and don’t have to prove anything? Without any of those documents he’s still able to receive loans with an ITIN number, to get an ITIN number they don’t even need to be an American citizen. They can be illegal…. Amazing.

Wall Street Apes

1,459,510 просмотров • 1 год назад