Part of the E-Commerce User Experience Series
This report offers techniques for presenting straightforward customer service information so that customers can help themselves. When customers can quickly find information, it’s better, and less expensive, than when they must contact the company for assistance. Shoppers expect to find relevant information at the right time and place. Don’t let the location of shipping and return information deter people from completing transactions during checkout.
This 137-page report contains 48 design recommendations based on our usability research. Discussions and 125 screenshot illustrations supplement the findings.
Best practices for customer service information on e-commerce websites
The information in this report is based on two separate rounds of e-commerce studies, including:
Representative users tested 206 e-commerce websites. The studies took place in the United States, the United Kingdom, Denmark, and China (Hong Kong).
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