How to Make Customer Support More Accessible to All Users
Summary
By ignoring the needs of a large number of users, not only are you making life more difficult for your customers, but you’re also missing an opportunity. Ian Macrae explained what this is like for him: “I use Amazon every day to find Kindle Daily Deals. Complicated IVR menus are frustrating at the best of times, but are incredibly difficult for a customer who is hard of hearing or has difficulties like dyscalculia or dyslexia. I may end up wasting my entire lunch break on the phone with the specialty pharmacy or scheduling an appointment.” While empathy is commonly listed as one of the most important customer service skills, applying sensitivity training to helping users with disabilities can be more difficult. Using surveys like the customer effort score can be a great way to identify places where your help center isn’t working for all of your users.
Classifications
AskAI Classifications
LabelsLinked Companies
