This knowledge sharing is not just a cross-team benefit, but also cross-language. Technical issues unique to, or reported in, one language within the user base can be translated by CX, conveyed to QA, and subsequently applied across all versions.
Similarly, linguistic content or formatting issues in the user interface of one language may provide an early warning for other languages. When managed well, this multilingual, multidirectional information flow is a formidable reservoir of knowledge that provides unparalleled efficiency across your services.
With a more informed CX team, customer reported issues become far more valuable. CX Agents can use that shared QA knowledge, backed up by dedicated training, to help support customers and report to QA in a way that’s far more efficient, exact and useful to the QA team.
Similarly, information fed back to QA from customers can also improve testing, allowing QA to focus on popular areas of the application or on aspects and sections where most issues are encountered.