Service reps are your friends

Customer service reps are your best allies when it comes to user research.

They know what your customers complain about.

They know what they're feeling and how they want to be addressed.

They see how your product is used in real time.

They know why customers choose you over your competitors and vice versa.

Customer service reps can help you uncover insights into customers' expectations and pain points.

Together, you can revise your personas, remap the customer journey and identify processes that need improvement.

The day-to-day work of customer service reps is full of vivid stories and anecdotes you can use to build use cases and enrich your quantitative data.

If you're a UX writer with a customer service background, know the value you bring to the table.

And if you have a colleague or team member with that background, let them know their experience matters.

Sincerely,

A UX writer and former customer service rep

I'm Elisa, an Italian content designer and translator at heart who believes good design is service. This is where I document my life in UX and writing.

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