Hi,
Our UX team would like to work more collaboratively with our customer support
team in getting the top customers' issues. We usually receive feedback such as
"change this to ..." or "move this to ...". It's more suggestions and
recommendations on what they want to see improved rather than the actual
customers' issues.
I am wondering about how you (as the UX team) communicate with your customer
support team on getting the raw underlying customers' issues. Do you train
your customer support team on what they need to look for to provide the UX team
with valuable data?
Thank you,
Shima
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