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by motti
3966 days ago
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OTOH if you can afford the time and resources, then human customer support is an excellent source of user research. If you record these customer queries you can discover what's the next bit of functionality that your users want, that your competitors don't provide. You also discover which existing functionality isn't explained well enough. You can use the normal self-service helpdesk methods to filter out the newbie questions. |
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