Evan Meagher wrote:
about the complexity of customer service is a good example of this. If you stick to solid design and UX principles to make things easy to use out of the box, you'll prevent having to screw around with unproductive business practices later on.
It's not just about reducing the number of calls, but reducing the cost of those calls.
I worked on a project once where the less technical customers would call CS after every software upgrade to let us know the upgrade happened without any problems.
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