A great example of usability improving the customer support experience
The 37signals guys point us towards Twitter’s use of HelpSpot’s Help Desk software:
How do you help your helpdesk/support team give you the best support? Give them the information they need right from the start.
I really like the simple, clear, and concise labels:
- This is what I DID
- This is what I EXPECTED to happen
- This is what ACTUALLY happened
I’m sure this greatly helps the support team resolve more requests on the first go-round, as opposed to the all-too-common first response having to ask the customer for more information.
It’s good for the support team, and good for the customer.
Nicely done.
