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Site Requirements for effective customer service (Security & Trust…
Site Requirements for effective customer service
Convenience
Sites should be easy to navigate, with sitemaps, FAQ & express checkouts
Site Effectiveness
Should enable customers to obtain what they are after, whether it is info, products, services/communication
Consider: ease of navigation, number of navigation levels & the usefulness of website search tools
Site Appearance
The logos & appearance should be in line with the brands positioning & also not overwhelm the info & tasks that users need to do when interacting with the company
Site Personalisation
Collaborative Filtering which works by matching customer profiles with those of similar customers & treating the matched customers in a way that is cognizant of their special demands & characteristics
Order taking & fulfillment
Made to be self-service & automated
This frees up valuable & costly manpower to areas where the business can use it more effectively
Tracking of orders can be done by software & automatically sent to consumers
Security & Trust
Without availability, true two-way interaction is seldom possible
Competence refers to the ability of the provider to give a certain level service, with human & machine errors minimised
Consistency requires that the process should be similar, if not the same
Discretion covers many privacy concerns, the disclosure of third parties
Integrity & fairness
Openness refers to the availability of info needed to make a purchase, follow it up & recourse to further action should problems occur