Great article with lot’s of examples and data. Click, read.
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on Monday, December 5th, 2005 at 5:33 pm and is filed under Usability.
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One Response to “Out of service: improving the customer experience”
As just one small example, website FAQs are usually horrible, completely living up to their parody in Dilbert where Dogbert tries to make them as obscure as possible. So I always find myself thinking as I have to call the company, they deserve the expense of this call. Usually I have a simple question that was made to be answered by FAQs and it is not even close to being mentioned in them.
December 6th, 2005 at 8:36 am
As just one small example, website FAQs are usually horrible, completely living up to their parody in Dilbert where Dogbert tries to make them as obscure as possible. So I always find myself thinking as I have to call the company, they deserve the expense of this call. Usually I have a simple question that was made to be answered by FAQs and it is not even close to being mentioned in them.