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10.4 · Capability in Operations

User support

Helping users with problems, and feeding what support learns back into the product.

Map4 skills

Not startedLearningComfortable

4 skillsClick a hexagon to set your status

10.4.1Support workflowsHow support requests are received, routed and resolved.
10.4.2Investigating user issuesFinding out what happened when a user reports a problem.
10.4.3Customer communicationTalking to users clearly, honestly and kindly about problems.
10.4.4Feedback triageSorting incoming feedback and requests into actions.

Mark all 4

Where to start

2 resources

articleStart here
Help and documentation (usability heuristic 10) ↗
NN/g · 2020 · 9 min
Proactive and reactive help, and how to keep it short and close to the task.
articleGo deeper
How to analyze qualitative data from UX research: thematic analysis ↗
NN/g · 2022 · 15 min
A step-by-step method for turning notes, transcripts and feedback into themes you can defend.

Tools

3 tools

ToolOpen source
Zammad
zammad.org ↗
Open-source helpdesk for email, chat and phone support tickets.
ToolOpen source
Chatwoot
chatwoot.com ↗
Open-source customer support inbox for chat, email and social channels.
ToolPaid
Intercom
intercom.com ↗
Customer messaging and support platform with chat, help center and product tours.

Also in Operations

10

10.1Product observability6 skills
10.2Reliability engineering5 skills
10.3Maintenance4 skills
10.5Governance and compliance5 skills
10.6Operational economics4 skills
10.7Product lifecycle management4 skills

Related elsewhere

1

08.5.3Support insights