Customer support is a difficult role. Everyday, support agents must engage with users who either have fractured product experiences or need help navigating and using the product. The agent must listen to the user's complaint or inquiry, understand the context behind it, perform a detailed investigation to narrow down on the root of the problem, ask the customer leading questions to determine the scope of the issue and then come back to the customer with an accurate solution to their problem.
Customer Support is Part of UX
Customer Support is Part of UX
Customer Support is Part of UX
Customer support is a difficult role. Everyday, support agents must engage with users who either have fractured product experiences or need help navigating and using the product. The agent must listen to the user's complaint or inquiry, understand the context behind it, perform a detailed investigation to narrow down on the root of the problem, ask the customer leading questions to determine the scope of the issue and then come back to the customer with an accurate solution to their problem.