[fr] Un outil de "customer care" qui permet d'une part aux "clients" de s'entre-aider, et au personnel de participer à la conversation. Ça semble vraiment pas mal! Quelques petits problèmes après 20 minutes d'utilisation.
The nice thing is that as this is a support tool, I used it to record the problems I bumped in too.
I think it’s a pretty neat tool and I’m going to use it in future when I bump into problems, in addition to posting them to Flickr with Skitch. It’s community-based support, but with an option for company employees to participate with a “label” that identifies them as staff.
The first thing that annoyed me was that I had trouble finding where to change my profile photo. I clicked on “Account” and expected to find something there, but in fact it’s under “Dashboard”.
Next issue, a rather important workflow/design flaw:
I was a bit wordy in explaining it (early Sunday morning here), but I hope this makes sense:
Ideally, when fill in the first “chatbox”, I’m going to want to check out the links before saying “not quite right, want to add details and submit”.
Unfortunately, once I’ve done that, it seems I can’t come back to the page with the link inviting me to “add details and submit”.
That doesn’t encourage me to click the links and check out first! It encourages me to go straight to “add details and submit”.
So, if those links are really expected to be useful, encourage me to click on them by providing the “add details and submit” form on them too.
Last but not least:
- If you’re telling me that I’m set to receive e-mail updates, that’s really nice of you — but it would be even nicer to give me a link to where to change it.
- Please, please, please. Space-separated tags. At least support them. I’ve talked about this elsewhere (and before, too, but I can’t remember when or where). It breaks the current input model we’re used to (del.icio.us, Flickr…). It makes us type an extra character.
Go try out Satisfaction!