If your company has the capability try and listen in to live customer
support calls. You'll not only learn about customer problems, you
also see how well your support team is able to assist customers,
which is a key part of the overall customer experience. You can also
learn about operational issue
On 10 Aug 2009, at 18:20, Laura Klein wrote:
[snip]
Regardless of how you do it, getting customer support and UX talking
to each other is a great idea! Good luck.
[snip]
Indeed :-)
One thing I would personally recommend - if at all possible - would be
to go sit at a customer support desk an
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> Subject: [IxDA Discuss] How to Get Useful Feedback from Customer
> Support?
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Hi Shima,
At my last company, we had a pretty good system for improving the
communication between groups. Once a week, for no more than half an
hour, one representative each from UX, Customer Support, QA, and
Community Management would get together with the head of product
development (it was a sm
Depending on the type of customer support a case tracking system can
be very beneficial. In this case it's a tool introduced to help the
supporters, which remove a lot of the resistance towards the new
tool.
I've been working with a very simple one which had three levels of
dropdown boxes and a com
UX team should not ignore what customer support team is saying but
understand why they are saying like that. Especially customer
supporting have to face with many angry users who have big complains
rather than happy one. So their frustration with some issue is
understandable. Sometime, it will be u
Hi,
Our UX team would like to work more collaboratively with our customer support
team in getting the top customers' issues. We usually receive feedback such as
"change this to ..." or "move this to ...". It's more suggestions and
recommendations on what they want to see improved rather than
