The tag has no usage guidance.

learn more… | top users | synonyms

65
votes
9answers
3k 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 ...
12
votes
8answers
507 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 ...
11
votes
5answers
723 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 ...
11
votes
3answers
272 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 ...
8
votes
4answers
376 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: ...
7
votes
5answers
422 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 ...
7
votes
2answers
182 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 ...
6
votes
2answers
389 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 ...
4
votes
5answers
686 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: ...
4
votes
3answers
298 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 / ...
3
votes
2answers
189 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 ...
3
votes
1answer
291 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 ...
3
votes
5answers
225 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 ...
3
votes
2answers
153 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 ...
3
votes
2answers
44 views

Unified vs. Specialized Customer Service Applications

What are the UX pros and cons of using the same application or software for both internal users (e.g. customer service reps) and external users (i.e. customers) versus using specialized software for ...
2
votes
3answers
319 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 ...
2
votes
2answers
446 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 ...
2
votes
2answers
197 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 ...
2
votes
3answers
107 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 ...
2
votes
1answer
52 views

Should a customer/product support forum display the name of the asker?

Customer support forums are a place where, in addition to having their questions answered, users can act as supplementary product support in order to build a reputation in the community as an expert. ...
2
votes
5answers
112 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 ...
1
vote
2answers
200 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 ...
1
vote
2answers
97 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 ...
1
vote
1answer
97 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 ...
1
vote
1answer
63 views

Negative connotation to having Support (as in customer support) in primary navigation?

I'm not sure where this idea originated, but for some reason I have in my brain the notion that placing Support in primary navigation can have negative connotations, e.g. our customers need ...
1
vote
3answers
205 views

Can users be given the choice between a man and a woman when seeking product support/services? [closed]

Can users be given the choice between a man and a woman when seeking product support/services? I would like to ensure that such a UX feature can be provided without the product being thought of in a ...
1
vote
2answers
101 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 ...
1
vote
1answer
49 views

Usability tips to deal with Customer Support's issues in back end?

The context This is for a very large company with offices around the world. They're dealing with a lot of issues when it comes to Customer Support, and so far they have identified some of the ...
0
votes
3answers
156 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 ...
0
votes
3answers
69 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 ...
-1
votes
1answer
91 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 ...