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.