http://www.serviceuntitled.com/be-creative-with-error-pages/2008/10/27/ The blog about customer service and the customer service experience. Fri, 10 Feb 2012 08:35:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 http://www.serviceuntitled.com/be-creative-with-error-pages/2008/10/27/comment-page-1/#comment-823498 PaulSweeney Mon, 17 Nov 2008 12:34:14 +0000 http://www.serviceuntitled.com/?p=856#comment-823498 At VoiceSage, in the development stages, we found that changing the error messages so that they were as specific as possible was a huge help to users. Where you might be tempted to say "failed message delivery" we now have messages that are specific to the reason for failure (incorrect number, number no longer in service, tried three times and no reply etc. etc.). Result? The service just looks smarter, and overall, easier to use. The unexpected learning? once users had visibility on the reasons for failure they were able to schedule activities to fix the route cause of the problem (i.e. number list management, asking the customers for alternative contact numbers, etc. ). Win Win. At VoiceSage, in the development stages, we found that changing the error messages so that they were as specific as possible was a huge help to users. Where you might be tempted to say “failed message delivery” we now have messages that are specific to the reason for failure (incorrect number, number no longer in service, tried three times and no reply etc. etc.). Result? The service just looks smarter, and overall, easier to use. The unexpected learning? once users had visibility on the reasons for failure they were able to schedule activities to fix the route cause of the problem (i.e. number list management, asking the customers for alternative contact numbers, etc. ). Win Win.

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