Re: [IxDA Discuss] How to Get Useful Feedback from Customer Support?

2009-08-11 Thread Will Hacker
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

Re: [IxDA Discuss] How to Get Useful Feedback from Customer Support?

2009-08-11 Thread Adrian Howard
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

Re: [IxDA Discuss] How to Get Useful Feedback from Customer Support?

2009-08-11 Thread William Hudson
isc...@ixda.org > Subject: [IxDA Discuss] How to Get Useful Feedback from Customer > Support? ... Welcome to the Interaction Design Association (IxDA)! To post to this list ... disc...@ixda.org Unsubscribe http:

Re: [IxDA Discuss] How to Get Useful Feedback from Customer Support?

2009-08-10 Thread Laura Klein
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

Re: [IxDA Discuss] How to Get Useful Feedback from Customer Support?

2009-08-10 Thread Soren Weimann
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

Re: [IxDA Discuss] How to Get Useful Feedback from Customer Support?

2009-08-10 Thread Alf
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

[IxDA Discuss] How to Get Useful Feedback from Customer Support?

2009-08-10 Thread Shima Kazerooni
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