Description

Nielsen Norman Group – Ecommerce User Experience – 5th Edition (Vol. 06) review, Nielsen Norman Group – Ecommerce User Experience – 5th Edition (Vol. 06) download, Nielsen Norman Group – Ecommerce User Experience – 5th Edition (Vol. 06) free

Nielsen Norman Group – Ecommerce User Experience – 5th Edition (Vol. 06)

This report offers techniques for presenting straightforward customer service information so that customers can help themselves. Shoppers expect to find relevant information at the right time and place. Additional shopping assistance techniques can also help customers self-serve. When customers can quickly find information, it’s better, and less expensive, than when they must contact the company for assistance. For customers that do need to contact your company, we provide best practices for the design of live help and chat bots.

This 259-page report contains 75 design recommendations based on our user research. Discussions and 210 screenshot illustrations supplement the findings.

Topics

• Finding customer service information
  Naming and placement of customer service link
  Linking between customer service pages
  Organization of customer service information
  Promoting customer service information
• Customer service policy
  Policies that customers understand
  Dealing with long pages
  Details customers want
• Returns
  Return policy strategies
• Contacting the company
  How to feature contact information
  Contact forms
• Live help and Chatbots
  Promoting and implementing live chat
  Live chat strategies
  Chatbot design and management best practices
• Shopping assistance
  Product guides
  Contextual help

Research Method
The information in this report is based on five separate rounds of ecommerce studies for this and the previous four editions of this report. These studies included a mix of the following methodologies.

• Diary-based longitudinal studies
• Eyetracking
• Expert Review

Representative users tested 350+ ecommerce websites. The studies took place in the United States, the United Kingdom, Denmark, India and China

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