Cristin-resultat-ID: 1190274
Sist endret: 21. januar 2015, 15:28
NVI-rapporteringsår: 2014
Resultat
Vitenskapelig Kapittel/Artikkel/Konferanseartikkel
2014

Customer Support as a Source of Usability Insight: Why Users Call Support after Visiting Self-service Websites

Bidragsytere:
  • Asbjørn Følstad
  • Knut Kvale og
  • Ida Maria Haugstveit

Bok

Om resultatet

Vitenskapelig Kapittel/Artikkel/Konferanseartikkel
Publiseringsår: 2014
Sider: 167 - 170
ISBN:
  • 978-1-4503-2542-4

Klassifisering

Fagfelt (NPI)

Fagfelt: Tverrfaglig humanistisk forskning
- Fagområde: Humaniora

Beskrivelse Beskrivelse

Tittel

Customer Support as a Source of Usability Insight: Why Users Call Support after Visiting Self-service Websites

Sammendrag

Though customer support is argued to be a useful source of usability insight, how to benefit from customer support in usability evaluation is hardly made the subject of scientific research. In this paper, we present an approach to gather usability insight from users when they call customer support. We also present a case implementation of this approach: an evaluation of a telecom operator's customer website. We find that the proposed approach provides insight in usability problems, technical issues, and issues of strategic character. Though the majority of the website users called customer support because they were obstructed in their attempt to use available self-service support options, a substantial proportion of the users called customer support as a planned part of their task. On the basis of the study findings we present practical implications and suggest future research.

Bidragsytere

Asbjørn Følstad

  • Tilknyttet:
    Forfatter
    ved Software and Service Innovation ved SINTEF AS

Knut Kvale

  • Tilknyttet:
    Forfatter
    ved Telenor
Inaktiv cristin-person

Ida Maria Haugstveit

  • Tilknyttet:
    Forfatter
    ved Software and Service Innovation ved SINTEF AS
1 - 3 av 3

Resultatet er en del av Resultatet er en del av

NordiCHI '14 : Proceedings of the 8th Nordic Conference on Human-Computer Interaction: Fun, Fast, Foundational, Oct 26-30 2014, Helsinki, Finland.

Olsson, Thomas; Hvannberg, Ebba Þóra. 2014, Association for Computing Machinery (ACM). HÊ, TtkVitenskapelig antologi/Konferanseserie
1 - 1 av 1