The tag has no wiki summary.

learn more… | top users | synonyms

6
votes
4answers
173 views

How should Likert scale options be ordered?

I was asked to give feedback after chatting with Apple support. It seems odd that Apple would ask for feedback in this manner: High to Low (5 - 1). I would expect it to ask for feedback this way: ...
1
vote
2answers
97 views

Live Chat - Contextual vs. Persistant invocation

For websites with large product portfolios and various Live Chat skills, is it better to have a chat invocation point that has a persistent placement throughout the experience or should chat be ...
3
votes
5answers
151 views

Get people to read FAQ before contacting support

We need people to check the FAQ before contacting support. The current solution we are using is to name the entire section of the web page FAQ, even though it also contains a form to contact support ...
-1
votes
1answer
83 views

Which online support model works better for a medical site?

I'm work on a medical site that needs to a Q&A sub-site. I'm not sure which support system is better for users and authors of the site. Ticket based support system seems better for private ...
3
votes
1answer
134 views

Which email address to use for answering support mails?

Bob, a (potential) customer, has a question about a product and sends an email to the support email address support@example.com. Alice, one of many team members who answer support mails, gets to ...
2
votes
3answers
277 views

Offering live chat support: Specific tasks at first, or anything & everything?

I am curious about chat support as part of an overall user experience strategy for a brand or company website. When planning the addition of live chat support as part of your customer experience ...
1
vote
2answers
85 views

Registered Customers vs Returning Customers?

On our shopping cart we have two options at checkout. 1 ) Registered Customers 2 ) New Customer Each shows a form to the user. I was just thinking that Returning Customers sounds better than ...
3
votes
2answers
154 views

Do users like getting form 'we received your message' emails?

I'm wondering if there has been research into whether users actually enjoy receiving those 'We got your email' type of responses from support requests or feedback forms. I find it irritating ...
0
votes
3answers
61 views

Contact us link: should a user be forced to log in right away?

Let's pretend we're a university optometry department and the tech support/contact us link on our website can be accessed by optometrists, their staff members, and patients alike. A patient is ...
2
votes
5answers
102 views

Should training videos be within a web application or linked off?

I work on a ongoing web application project and my managers would like to have training videos on how to use the application. They want the videos to link off to a separate site so that our customer ...
11
votes
3answers
232 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
101 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
88 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
244 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: ...
60
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
2answers
131 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
8answers
461 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 ...
7
votes
5answers
340 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
179 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
181 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 ...
7
votes
2answers
177 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
152 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
88 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
304 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
605 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 ...
4
votes
3answers
275 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 / ...