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Self-Service and Design

February 11, 2014 By Chase Clemons

From Seth Godin:

Sure, you need someone in charge of customer service. But you also need someone in charge of service design. Someone responsible for fixing what’s broken, not merely apologizing for it again and again.

You’ve put a lot of time and resources into making good self-service help docs for your customers. But it’s all in vain if the docs aren’t designed well.

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