Customer Support · Getting help · Component
The routes
How customers can reach help, and for what — because offering one route fails everyone whose need does not match it.
The deliverable
What it is
Different needs require different routes. Something broken now, a question that can wait, and a complaint are three situations and offering one channel serves one of them.
The route the customer chooses is the one they believe will be fastest, which is not always the one the organisation intended.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
Customers use the route they believe is fastest, whatever it was designed for.
The other components in getting help
The effort
How many steps it takes to reach someone who can help — because difficulty of access predicts loyalty better than satisfaction with the answer.
LearnThe abandoned
People who tried to get help and stopped — invisible unless deliberately looked for.
Learn