The relationship between customer service and the web | Boagworld - Web & Digital Advice

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Paul Boag Posted by: Paul Boag On Thursday, 17th November, 2011

The relationship between customer service and the web

Digital Strategy:
The estimated time to read this article is less than a minute

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.

Improving customer service through UX design

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.

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