User experience design isn’t just about building wireframes and Photoshop mock-ups. It extends to areas that you wouldn’t necessarily think are part of the discipline.
For example, your customer service department can have a huge impact on your website’s overall user experience. Similarly, the design of your user experience could have an awfully big effect on your customer service department.
I couldn’t agree with this more. The web can be an incredible customer service tool that can significantly reduce the number of calls and complaints received.
However, as the quote above points out, it is a two way street. Customer service can make or break a website as can be seen from the story of Zappos.