When a customer can grab a screen shot of something that is happening, you lose face by telling them it is not happening. Show them backup for what you are saying, or save your keyboard. It just becomes a means to a pissing contest.
With content strategy being so popular a topic, storytelling stock is up again.
Behind each tactical application that works is a sound strategy whereby people verify not just what works, which may be temporary especially when the sample size is small and the novelty is big, but why it does.
Good due diligence helps you stand up applications over the long-er haul. Does your thesis meet the test of appropriateness over time? In other words, are you fixing the issue and showing customers how to go about completing tasks or avoiding wasting their time while you're working on fixing it?
This is valid not just in customer service and support. It applies to all types of operational work, marketing, and business dealings.
If the customer can send you a screen shot of what is not working, you can send one back of what is happening along with your description of what you are going to do to fix it.
PS: surely none of this is going to happen to Web pages in the midst of holiday season hype.
Valeria is an experienced listener. She designs service and product experiences to help businesses rediscover the value of promises and its effects on relationships and culture. She is also frequent speaker at conferences and companies on a variety of topics. Book her to speak here.