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Pattern Group H. Helping Customers Compl... > Supplement Your Questions with Those...

Supplement Your Questions with Those Collected from People in Close Contact with Customers

Collect questions and answers from people who have a great deal of contact with your customers. One such source is the people who conduct usability tests. What questions did customers ask when they were using your Web site? Were they unfamiliar with certain concepts? For example, if you have an auction site, did the testers understand how bidding works? If you offer wish lists, did people understand how they work? What were their concerns? Were they worried about having their credit card information stolen? Were they worried about returning products?

Another source of questions is the help desk staff. Find out which questions customers repeatedly ask by phone or by e-mail. Does the help desk already have a database to help answer questions? Can you get a copy of the help desk's e-mails and replies so that you can see what questions people asked and what answers were sent back?


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