I need to write instructions for some customer service reps about how to find and document repeatable errors on a website.
The customers write in saying “your widget doesn’t work” and I need the CS reps to manualy reproduce or determine if just the customer doesn’t quite understand how this whole cyber-web thing works. The CS reps aren’t all that savvy themselves, but becoming knowledgable about this is part of their job description.
We’ve got professional QA to create tickets and developers to fix things once we know the problem is within our code and isn’t user-error.
I have been doing this all myself but now I’m having a hard time passing along the process because it is so second-nature to me.
Maybe grasping at straws here, but anyone out there able to help?
Thanks