Usability Review: Customer Service Landing Pages
One of the most important pages on your ecommerce Web site is the customer service landing pages. This page often has contact information, and maybe even FAQs. The idea is to make it easy to find, and ensure that the information on the customer service landing page is easy for the customer to use.
Altrec has a rather “ultimate” customer service landing page:
Some of the aspects of this customer landing page that I find especially helpful include:
- Full navigation
- Live help (Altrec includes pictures of the associates)
- Ability to login to your account
- FAQs to help with common concerns
- Easy to find phone numbers and email addresses
Another interesting customer service landing page that I enjoyed is this from Apple. Apple includes access to a rich media video tutorial and an easy-to-find “search” function:
ABT.com includes an option for Spanish help. In a country where Spanish is becoming increasingly spoken, this is a wise move.
In a rather interesting move, Best Kiteboarding has opted not to have a customer service landing page. Instead, customer service options appear as part of the drop-down menu when one is on the main page.
Here are some more customer service landing pages. What do you think of them? Are any missing “must-have” characteristics? Which are done really well?
Tags: customer service landing page, ecommerce shoppers, ecommerce Web sites, FAQs, online shopping, usability customer service
Posted by Miranda | February 25, 2008
Adam Creare February 26th, 2008
These pages are very important, I’ve had to use them several times to find out how to get a refund on a particular product or I’ve had to inquire about why my item hasn’t arrived yet. It’s amazing how many sites I’ve used make this information quite hard to find - often requiring you to search through a number of links.
This type of obvious information should be made obvious on the customer service page, with links like this:
Where’s my order?
How to get refunds on items… etc.
By Adam Moss
Miranda February 27th, 2008
You’re right, Adam. And customers are becoming more concerned about service, and that means these landing pages will necessarily need to be more accessible and helpful.