The customer-support tag has no wiki summary.
11
votes
3answers
152 views
Is a Q&A site a reasonable replacement for a forum for a software product?
I'm building a website for an open source piece of software that revolves around backups and cloning. I was originally going to use phpBB for the forums, but then thought about the possibility of ...
2
votes
3answers
84 views
Updating users data from a different system and presenting this to them
We will be linking our user database to a CRM system. As part of the project if a match is found our web database record will be linked to the CRM record and the data syncd.
If a match is found and ...
1
vote
1answer
76 views
What are pleasant ways to move the user through a technical support request, if they are not very tech savvy?
Say a user has a request for service on equipment.
The person that will handle this might likely be someone who is either not familiar with the technology or even how to use the equipment. For ...
4
votes
5answers
123 views
What is a more personal email address than support@yourdomain.com or sales@yourdomain.com for a Service-oriented product?
If you have an email where you want your users to contact you with any and all questions, a true concierge/high-touch point of contact, what would you call it?
Most products use emails like:
...
55
votes
8answers
2k views
Handling the death of a user
Are there any common practices for handling the death of a user? How should the claim of a death be verified? How should the deceased user be "visualized" or otherwise indicated on their ...
3
votes
1answer
64 views
Should your Help section have questions or topics?
Which is more user friendly? Organizing your Help section with popular phrased questions or topics?
Clear topics are easier to scan whereas with popular phrased questions you have a chance to match ...
12
votes
7answers
338 views
Should “Customer Service” be considered a function of user experience?
Despite the efforts of UI and UX professionals, users sometimes get stuck, or experience bugs using software. I think we can agree that their frustration is an indicator of bad user experience. Yet, a ...
6
votes
5answers
211 views
Help panels inside application
Are there good UX reasons for not putting a "help panel" within a web application? (one that can be shown or hidden).
Most applications open help in a different browser tab. I'm thinking of just ...
2
votes
2answers
157 views
Tool for instant website user feedback [closed]
What are tools that will enable users to quickly give feedback?
I imagine the user could always click on any element of the webpage (or do it without referring to an element) and just shoot a ...
1
vote
2answers
133 views
Best image to convey 'Request Support'?
I'm working on a web application, one part of it has a table showing all the accounts a user has on a service, and allows them to click a button to request support with the account.
The icon is ...
6
votes
2answers
145 views
Balancing Information: Number of elements
I'm currently working on a redesign of our company support page. The focus is to move towards a search orientated experience, but there's been some debate about which elements to keep there and which ...
0
votes
3answers
150 views
Supporting older operating systems [closed]
How does the support of older operating systems on a new software release affect the user experience of a product?
I'm working on a Mac OSX application. Should I support snow leopard? If I do ...
1
vote
2answers
71 views
Time-aware customer service contact modules?
If a site has module that directs users to call a phone number to receive service, can the module be programmed to recognize the times the call center is open?
For instance, the call center is only ...
6
votes
2answers
208 views
How can I encourage users to authenticate?
I am working on a post-sale customer support project for a US high street retailer (for the rest of this post I will refer to them as 'Jon's Cellphones'). The program will enable customers who ...
11
votes
5answers
463 views
What's the best way to get reliable user feedback on a desktop application?
Lately my company has been trying to figure out the best way to get reliable feedback from a our users. It seems that we hear things from our power users and mostly from those who have trouble, but ...
3
votes
3answers
222 views
Which is the better user experience for a web app: an integrated support ticket module or a separate app?
I am building a new web app which hopefully will be subscription based, and I am wondering what will be better:
to develop a quick ticket module
or
redirect user to separate knowledgebase / ...
