Support experience voice interview template
Understand the journey from encountering [issue] to seeking and receiving help.
Use this templateEditable study draft · English content
Before you launch
Pick a support journey and a recall window. Replace [issue] and avoid requesting private account details.
Opens an AI-moderated voice interview with the research goal and discussion prompts shown here. The moderator can ask follow-up questions based on the participant’s answers. Replace the bracketed details and review the interview settings.
Discussion guide
- What was happening when you first needed help with [issue]?
- What did you try before contacting support?
- Walk me through the contact and any follow-up.
- How did you know whether the issue was resolved?
- What did the whole experience require from you?
Plan your study
Who should take part?
Customers who recently contacted support about [issue].
What should I customize before launching?
Pick a support journey and a recall window. Replace [issue] and avoid requesting private account details.
How should I use the findings?
Connect the sequence of contacts to the outcome. Separate response speed, resolution quality, and the participant’s effort.