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 each?
I'm working with a financial company that has moved to a unified customer service application, where common tasks include paying bills, updating addresses, reviewing transaction history, etc. Both call center reps and customers see the same thing on their screens.
One UX benefit is that, if reps and customers are logged in at the same time, reps know exactly what customers are seeing and can instruct them more easily.
But a bigger issue seems to be that call center reps use the app for hours every day -- and become experts in the app and the industry -- whereas customers use it maybe once a month and often know little about the industry. The more user research we conduct, the more we see that the needs of the two groups differ.
I've had trouble finding case studies, best practices or UX experts on this topic. Can you point me in the right direction?