KAYAK put customer support hot-line into engineering department. If someone would call more than twice, engineer would fix a bug.
They put “Emotional State” into customer support form, and customers filled out 75% and calmed down in writing email.
Knowledge Spectrum of Product :
no knowledge—————–I—————————I———————-all knowledge
- first I – what customer know
- second I – what you want them to know
between is knowledge gap
close the gap you either to educate them better or you make product easier to use with less knowledge
Martin Novak 