{"id":36339,"date":"2023-03-15T08:34:12","date_gmt":"2023-03-15T08:34:12","guid":{"rendered":"https:\/\/uxwritinghub.com\/?p=36339"},"modified":"2023-03-19T14:48:43","modified_gmt":"2023-03-19T14:48:43","slug":"customer-service-and-ux-writing","status":"publish","type":"post","link":"https:\/\/uxwritinghub.com\/customer-service-and-ux-writing\/","title":{"rendered":"What Makes Customer Service Reps Great UX Writers"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"36339\" class=\"elementor elementor-36339\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7986f8c1 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7986f8c1\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-21abf342\" data-id=\"21abf342\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-89aae59 elementor-toc--minimized-on-tablet elementor-widget elementor-widget-table-of-contents\" data-id=\"89aae59\" data-element_type=\"widget\" data-settings=\"{&quot;exclude_headings_by_selector&quot;:[],&quot;headings_by_tags&quot;:[&quot;h2&quot;],&quot;marker_view&quot;:&quot;numbers&quot;,&quot;minimize_box&quot;:&quot;yes&quot;,&quot;minimized_on&quot;:&quot;tablet&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t<h4 class=\"elementor-toc__header-title\">\n\t\t\t\tTable of Contents\t\t\t<\/h4>\n\t\t\t\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--expand\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/div>\n\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--collapse\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/div>\n\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<svg class=\"elementor-toc__spinner eicon-animation-spin e-font-icon-svg e-eicon-loading\" aria-hidden=\"true\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M500 975V858C696 858 858 696 858 500S696 142 500 142 142 304 142 500H25C25 237 238 25 500 25S975 237 975 500 763 975 500 975Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-692e0110 elementor-widget elementor-widget-text-editor\" data-id=\"692e0110\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Customer service teams create a direct line between a business and its customers. Their work can make the difference between a good product and a fantastic product.<\/span><\/p><p><span style=\"font-weight: 400;\">Whether it\u2019s in person, via phone, email, or web chat, the work of customer service reps consists of writing to customers directly and conducting back-to-back user interviews, providing the company with valuable feedback on the product experience.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">There\u2019s a strong overlap between customer support and the discipline of UX, which can make reps a good fit for product teams.<\/span><\/p><h2><span style=\"font-weight: 400;\">CX and UX: partners in crime<\/span><\/h2><p><span style=\"font-weight: 400;\">Customer service teams are an important part of the CX, or customer experience, the combination of the perceptions, feelings, and beliefs that your brand has created for customers throughout the entire buyer\u2019s journey, according to Hubspot.<\/span><\/p><p><a href=\"https:\/\/blog.hubspot.com\/service\/customer-experience-vs-user-experience\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Think of CX as a step further from UX<\/span><\/a><span style=\"font-weight: 400;\">. The UX takes place when the user is interacting with the product directly, while the CX is what happens when that user (or customer) interacts with the business that created the product. Once the customer buys the product and begins using it, they become a user of that product.<\/span><\/p><p><span style=\"font-weight: 400;\">The team of frontline employees that the customer engages with when interacting with the company goes by many names: customer service, support, care, engineering, helpdesk\u2026\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Whatever it\u2019s called, its people are there to help users make the most of the product, be the messenger of any user feedback, and many other tasks.<\/span><\/p><p><span style=\"font-weight: 400;\">Customer service reps become the face of the company, so users depend on them to handle their problems related to the product. They thus become an inextricable part of the product. In a way, they sit between the CX and the UX.<\/span><\/p><p><span style=\"font-weight: 400;\">From that position, they\u2019re able to understand the user deeper than a constructed user persona, as they get direct insight into where the user pain points lie, what user expectations are, and most importantly, the language that users speak when referring to the product.<\/span><\/p><p><span style=\"font-weight: 400;\">This helps build a <\/span><a href=\"https:\/\/www.freshworks.com\/freshdesk\/customer-service-representative\/improve-ux-writing-blog\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">strong case for more collaboration between the customer service and the UX team<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p><p><span style=\"font-weight: 400;\">It also makes sense that a customer service rep would make a great fit for a UX writing team.<\/span><\/p><h2><span style=\"font-weight: 400;\">Customer service reps in UX writing<\/span><\/h2><p><span style=\"font-weight: 400;\">A typical customer service role will usually include these requirements in the job spec:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Clear and empathetic communication<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Adaptability\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Creative problem-solving<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Time management<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\">All of these are highly compatible with a UX role. And on a day-to-day basis, reps would use many of the principles that UX writing involves.<\/span><\/p><h2><span style=\"font-weight: 400;\">Using conversational language<\/span><\/h2><p><span style=\"font-weight: 400;\">Depending on the role, the rep might engage with the customer through a variety of channels, including email, phone, webchat, or in person.<\/span><\/p><p><span style=\"font-weight: 400;\">Regardless of the means of communication, a rep\u2019s job is to help the user with their issue using conversational language that is positive and helpful, exactly what you would expect from great UX content.<\/span><\/p><p><span style=\"font-weight: 400;\">A customer service rep also pays attention to the terms customers use to refer to various features of the product, which is an important part of UX research.<\/span><\/p><h3><span style=\"font-weight: 400;\">Staying clear and concise<\/span><\/h3><p><span style=\"font-weight: 400;\">Making sure that the user gets all the information they need without overloading them is an important part of providing great customer service.<\/span><\/p><p><span style=\"font-weight: 400;\">This is especially relevant when writing support emails and web chat responses.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Depending on the role, a rep might also contribute to a help article where bigger tasks are broken down into step-by-step instructions, which is also a great technical writing skill.<\/span><\/p><h2><span style=\"font-weight: 400;\">Conducting user interviews<\/span><\/h2><p><span style=\"font-weight: 400;\">One-on-one interactions over the phone in a customer service role are basically like having user interviews on a daily basis.<\/span><\/p><p><span style=\"font-weight: 400;\">A rep can gain valuable insight into the user\u2019s logic in using the product. They can also get feedback on what went well and what didn\u2019t, which is a goldmine for product teams when looking for ways to improve the product.<\/span><\/p><h2><span style=\"font-weight: 400;\">Being empathetic<\/span><\/h2><p><span style=\"font-weight: 400;\">Last but most certainly not least is empathy. Putting yourself in the customer\u2019s shoes is a key skill in providing excellent customer support\u2014and creating helpful content.<\/span><\/p><p><span style=\"font-weight: 400;\">Adjusting your tone depending on that of the customer, anticipating their concerns and confusions, and finding ways of improving their experience are just some of the ways a rep can empathize with the customer.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">All of these skills are incredibly valuable in a UX writing role.<\/span><\/p><h2><span style=\"font-weight: 400;\">An ode to customer service<\/span><\/h2><p><span style=\"font-weight: 400;\">Apart from showing what skills overlap between a customer service rep and UX writer, I delved into this topic to show that there\u2019s a lot of effort that goes into providing good customer service.<\/span><\/p><p><span style=\"font-weight: 400;\">I\u2019ve worked in my share of such roles and suffice it to say, it\u2019s no easy gig. Despite their inherent value to the company, reps face many challenges, the most common ones being:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Low pay<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Limited or non-existent training<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Dealing with abusive customers<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Little control over the incoming workload or the tools they use<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Minimal decision-making authority<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Poor career prospects<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\">Some companies might require reps to stick to rigid scripts, leaving no room for creative problem-solving, and I\u2019ve even heard stories of timed toilet breaks.<\/span><\/p><p><span style=\"font-weight: 400;\">A rep whose needs aren\u2019t being met is less likely to provide a good service, which creates a revolving door of negativity\u2014it contributes to low company morale, damages its reputation, and negatively impacts company profits.<\/span><\/p><p><span style=\"font-weight: 400;\">A <\/span><a href=\"https:\/\/www.instituteofcustomerservice.com\/research-insight\/ukcsi\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">customer satisfaction index<\/span><\/a><span style=\"font-weight: 400;\">, published in January this year by the UK Institute of Customer Service (ICS), found that poor customer service was costing UK businesses GBP 11.4bn per month in lost productivity.<\/span><\/p><p><span style=\"font-weight: 400;\">A 2018<\/span><a href=\"https:\/\/www.newvoicemedia.com\/en-us\/resources\/serial-switchers-swayed-by-sentiment-how-bad-emotive-customer-experiences-are-costing-brands-billions\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\"> report by NewVoiceMedia<\/span><\/a><span style=\"font-weight: 400;\"> found that poor customer service was costing US companies about USD 75bn, which was a USD 13bn increase from 2016.<\/span><\/p><p><span style=\"font-weight: 400;\">There\u2019s no denying that companies need to look after their customer service staff. Ensuring they have everything they need to provide an efficient service ensures the success of both the customers and the business.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">UX writers face similar challenges in certain companies that haven\u2019t realized <\/span><a href=\"https:\/\/uxwritinghub.com\/ux-writing-cost\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">the value of good UX<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">All of this feeds into arguably the most important lesson for managing a company: a happy workforce means happy customers.<\/span><\/p><h3>Further Reading<\/h3><p><a href=\"https:\/\/uxwritinghub.com\/what-is-ux-writing\/\" target=\"_blank\" rel=\"noopener\">What Is UX Writing? A Complete Guide For Beginners<\/a><\/p><p><a href=\"https:\/\/uxwritinghub.com\/soft-skills-for-ux-writers\/\" target=\"_blank\" rel=\"noopener\">More Than Words: 5 Soft Skills Every UX Writer Needs<\/a><\/p><p><a href=\"https:\/\/uxwritinghub.com\/ux-writing-examples\/\" target=\"_blank\" rel=\"noopener\">35 Examples of Great UX Writing To Spark Inspiration<\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>There\u2019s a strong overlap between customer support and the discipline of UX, which can make reps a good fit for product teams.<\/p>\n","protected":false},"author":69,"featured_media":36493,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"tpgb_global_settings":"","_eb_attr":"","content-type":"","_mi_skip_tracking":false},"categories":[59],"tags":[],"acf":{"descriptions":null},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What Makes Customer Service Reps Great UX Writers<\/title>\n<meta name=\"description\" content=\"There\u2019s a strong overlap between customer support and the discipline of UX, which can make reps a good fit for product teams.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/uxwritinghub.com\/customer-service-and-ux-writing\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" 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