Despite the efforts of UI and UX professionals, users sometimes get stuck, or experience bugs using software. I think we can agree that their frustration is an indicator of bad user experience. Yet, a meaningful, helpful conversation with a customer support person can leave that user feeling even better about the product after their issue.
I have seen it many times where the relationship the customer has with the people that represent the product significantly affects their opinion, dare say their experience with the product.
So why is CS and UX two totally unrelated departments? Is there any company out there that has CS reporting to UX? Should there be?
Answer
Absolutely!
Intuit (the company that makes Quicken) has product designers staff their customer support lines for precisely this reason: to bring customers' experiences directly to products designers, and make customer service free.
Higher-salaried product designers field service calls so that future offerings will be informed by customers directly, particularly customers' problems with the current product design.
(Source: Harvard Business Review, "The Four Things a Service Business Must Get Right", Frances X. Frei.)
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