M
MikeI
First let's congratulate the MS Office Team for the high level of product
quality they deliver! Now if we could only get them to take a short break
<say a month or so> and work on other MS products, the world would be a
better place - but that's another story ;-))
I believe that the <already solid> feedback process in use on MS Office
products / site(s) can be further improved by <slowly> closing a few
loopholes and providing a more satisfying feedback “journeyâ€.
Start with the second point:
Current configuration: when an answer to a help question <any MS Office
product> is not 100%, feedback is required. Problems:
- feedback is limited to 750 characters not allowing for description of more
complex scenarios; upload of log files / error screenshots is not possible
<yes, yes I am aware of the "thousands of users submitting feedback" and "how
about a virus" arguments - leading to the next comment>
- once feedback is provided, the end-user is left with a warm and fuzzy
feeling <MS message: "due to the volume blah, blah"> but also no idea of how
MS will get back to them if indeed the feedback was valuable or an easy
solution exists <an email field is not provided>. One way this can be looked
at is: feedback is appreciated but when / if provided it kinda' goes in this
"black-hole" and if you're lucky, you might get a solution included in MS
2010.
Possible solution?
Have the user <optional> logged on the support site using MS Passport.
Obviously this idea can be further developed / refined with all other
implications / workflows.
First point of opening statement:
Several professional companies <eg www.myvodafone.com.au> take feedback and
its benefits <including but not limited to product improvement, reduced
support cost, enhanced customer experience> seriously. A product in use by
them is www.rightnow.com , offering customer personal interaction with help
desks <yes, you can upload files>, dynamic search result display based on
end-user ranking of answer usefulness and quite a few other goodies.
Options:
1. MS buys www.rightnow.com (good ol' American way)
2. MS considers the merits of a solution like www.rightnow.com, assesses its
benefits / integration requirements in MS environment, develops and
implements an even better MS solution (Japanese way, also known as "kaizen").
'ave a good day!
MikeI
quality they deliver! Now if we could only get them to take a short break
<say a month or so> and work on other MS products, the world would be a
better place - but that's another story ;-))
I believe that the <already solid> feedback process in use on MS Office
products / site(s) can be further improved by <slowly> closing a few
loopholes and providing a more satisfying feedback “journeyâ€.
Start with the second point:
Current configuration: when an answer to a help question <any MS Office
product> is not 100%, feedback is required. Problems:
- feedback is limited to 750 characters not allowing for description of more
complex scenarios; upload of log files / error screenshots is not possible
<yes, yes I am aware of the "thousands of users submitting feedback" and "how
about a virus" arguments - leading to the next comment>
- once feedback is provided, the end-user is left with a warm and fuzzy
feeling <MS message: "due to the volume blah, blah"> but also no idea of how
MS will get back to them if indeed the feedback was valuable or an easy
solution exists <an email field is not provided>. One way this can be looked
at is: feedback is appreciated but when / if provided it kinda' goes in this
"black-hole" and if you're lucky, you might get a solution included in MS
2010.
Possible solution?
Have the user <optional> logged on the support site using MS Passport.
Obviously this idea can be further developed / refined with all other
implications / workflows.
First point of opening statement:
Several professional companies <eg www.myvodafone.com.au> take feedback and
its benefits <including but not limited to product improvement, reduced
support cost, enhanced customer experience> seriously. A product in use by
them is www.rightnow.com , offering customer personal interaction with help
desks <yes, you can upload files>, dynamic search result display based on
end-user ranking of answer usefulness and quite a few other goodies.
Options:
1. MS buys www.rightnow.com (good ol' American way)
2. MS considers the merits of a solution like www.rightnow.com, assesses its
benefits / integration requirements in MS environment, develops and
implements an even better MS solution (Japanese way, also known as "kaizen").
'ave a good day!
MikeI