unrelenting.technology

Liked a post on

Responding to user support tickets is an interesting task. You've got to balance the right tone by acknowledging that the user who's written you is probably frustrated, but also you've usually got to be careful not to admit fault if the app is actually behaving as anticipated. The app isn't broken, but the user isn't wrong. Expectations weren't met. My job in responding to the support ticket becomes finding a way to bridge the gap, and, if at all possible, meet the expectation.

Published

Categories and tags

Likes

Post your response

If you write a response on your website, mark it up with h-entry and let me know the URL: