"I want to optimize how the support ticketing system works to capture product feedback better."
Age: 45
Work: Operations/Support
Family: Married
Location: Seattle, WA
Character: The Authentic
Personality
Goals
- To reduce churn
- To help educate advertisers
- To transition toward email / automated customer support
Frustrations
- Confusing UX for advertisers leading to increased tickets
- Logging calls manually
- Multiple steps to completing a ticket
Bio
Jack as been working in customer support for the past fifteen years and loves it. He is very tech savvy and enjoys helping others. On a daily basis, he provides customer service and audits accounts focusing on KPI. When there's a problem, he always prefers to deal with clients personally. He wants the system to be easy and intuitive so he can find solutions easily.
