Centercode

AUGUST 7, 2020

You need thorough test coverage before release — that is, you need to see how your product’s features and functions perform with real customers in their actual environments. Taking shortcuts and cutting corners leads to unpleasant surprises down the road in the form of low star ratings, skyrocketing support costs, and hundreds of RMAs.

User Testing 78

User Testing Product Research Reporting Tools Testing 78

Gainsight

OCTOBER 31, 2018

In The Book of Why , the author, Pearl, talks about the near-impossibility of the “counterfactual”—namely, analyzing what would have happened in the alternate decision path. As in the drug industry, CS teams could run an A/B test. They could perfectly separate out a set of accounts upon which to test an intervention (e.g.,

User Testing 61

User Testing Customer Experience Product Research Support Training 61

Userpilot

JUNE 23, 2024

It is important to note that, contrary to its name, customer service problem-solving is not just about fixing customer complaints. Also, regularly test the system for ease of usability and accessibility. Main Reasons : Varying levels of support training. Different support team structures.

Customer Experience 52

Customer Experience User Testing Feedback Software Customer Feedback 52

Mironov Consulting

SEPTEMBER 22, 2020

Support needs installation guides, training sessions, FAQs, bug reporting categories. These (of course) don’t exist yet, since we’re still concept-testing problem statements and feature/function and technical requirements. Here is one set of replacements: “Problem validation” or “Concept test” ( NON-REVENUE ). Sound Byte.

Technical Advisors 142

Technical Advisors User Testing Customer Experience Weak Development Team 142