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