I was trying to submit a ticket for some help from a big company (don’t want to name names), which means I was already frustrated with the product.

The UX journey just to get help was…less than ideal… (see why 👇👇👇)

First, I was forced down a category/subcategory process to route the ticket…I get it, but nothing covered what I needed help with and there wasn’t an obvious “general” help category…👎

After finding something that I hope works, I type in a lengthy description for the problem (because they asked for as much detail as possible)…click Submit…and what do you think happens?

“Maximum number of characters exceeded” 🤯👎

I had to cut my description down by a third to fit their limit and hope that my shorthand doesn’t cut out any important details. 👎

For those of us in Product Development, UX, or anything remotely related, you should already realize that this a very bad approach.

Supporting customers of your products or services are one of the best opportunities to showcase why your business is the best to work with.

Every product has issues…it’s impossible (or at least not cost-effective) to find and remove every single bug. But providing an easy, intuitive, and quick way for anyone to ask for help is so effective in converting frustrated customers into advocates of your business. 😍

Originally posted via LinkedIn

https://www.linkedin.com/feed/update/urn:li:activity:6935735642194685952/