Too often, product support is seen as simply a way to correct users who just can’t seem to do things properly. But what if we saw support as a way to educate users, and more importantly find the the difference between a developer’s concept of what a plugin or other product can do and what users think it can do? If these two perceptions are different, then it is a clear sign that a new approach is needed for the support user experience. Redesigning a support system is an opportunity to not only better educate users about how to use […]