1.) Don't have automated telephone setups that require users to press a series of numbers to drill down to 'the right department'. Just have a person talk and have that be the only person a user talks to.
2.) Don't send emails with addresses like 'no-reply@company.com'. A user should be able to reply to any message they receive and spawn a new support ticket in the process.
3.) Don't use automated 'live assistant' chatbots. Personally I never had any luck with them and the support agents were woefully unprepared and not trained to deal with rare edge case scenarios.
4.) Have senior managers have a say in support situations where the issue is a rare edge case not typically in any FAQ and requires specialist preparation and training to solve. Not all issues are of the 'playbook' sort and can be solved by following a set of steps.
