Using Personas to Define Customer Service | Sample and Guide
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Jack Rowland is a 45-year-old customer support professional from Seattle with 15 years of experience. He is tech-savvy, values personalized service, and aims to optimize the support ticketing system for better product feedback capture. His work strategies involve various promotional channels and a focus on user experience to reduce ticket logging issues.
Using Personas to Define Customer Service | Sample and Guide
- 1. Age: 45 Work: Operations/Support Family: Married Location: Seattle, WA Character: The Authentic 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. Traditional Ads Social Media Referral Guerrilla Efforts & PR Designer Products Eco-Friendly Personalization Low Prices Convenience Social To reduce churn To help educate advertisers To transition toward email / automated customer service Confusing UX for advertisers leading to increased tickets Logging the calls manually Multiple steps to completing a ticket Introvert Extrovert Analytical Creative Loyal Fickle Passive Active Agreeable Accessible Dependable "I want to optimize how the support ticketing system works to capture product feedback better." Jack Rowland Bio Preferred Channels Motivations Goals Frustrations Personality