Self-Service Support Starts in the UI

A session at Technical Communication UK 2012

Wednesday 3rd October, 2012

12:10pm to 12:50pm (GMT)

Customer support is a major expense for software companies - and rarely a pleasure for software users. More and more software companies aspire to create software that needs minimal support, with online support portals offering the additional learning and troubleshooting information that's needed. But the UI and the support portal are often treated as separate endeavours - missing the opportunity for a seamless experience and more successful self-service. Drawing on 10 years of experience of working at the interface between software development teams and customer service, Rachel will describe some of the key lessons learned about making UIs and product "help" work together to enable users to solve their own problems. The talk will draw on findings from usability testing and web analytics, as well as qualitative feedback from users, and will offer practical guidelines to help decision-making about how to deliver information that maximises the potential of self-service support.

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rachel potts

software usability manager, customer experience strategist, online customer care specialist: www.3diusability.com bio from Twitter

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Time 12:10pm12:50pm GMT

Date Wed 3rd October 2012

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