Mobile

Web Quality Audit - Customer Service and Support

Focus Area Focus Area

Criteria

Criteria

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User Interface

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Does your main corporate web site use a mobile- friendly layout when browsed on a mobile device? Does your homepage have service-related links prominently displayed? Are the top service tasks clearly located on the customer service page? Are all important links presented as big touch- friendly links? Can the customer easily choose to view the full site? Is each page focused on the most commonly used content?

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Live Contact

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Does the Contact Us page emphasize self-service options over live contact channels? Does the Contact Us section allow customers to self-target and skip IVR menus?

18 Can users easily find live contact information? 19 Are the contact numbers intuitively organized? 20 21
Can the contact numbers be dialed through click-to- call? Have you tested your mobile web site on the most important platforms and devices for your user segments? Do you conduct usability testing to surface pain points and channel switches? Is all proprietary information secured using SSL with a valid certificate? Do search engine results bring users to the mobile version of your site? Are you tracking customer interaction with the mobile web site? Are you comparing mobile site statistics to the desktop web pages? Are you reviewing search logs to discover information that users are not able to find on the mobile site?

7 site?

Testing Tracking

Are mobile users directed to the most appropriate Does the self-service functionality clearly show the

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8 tasks available? 9 10
Self Service

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Can customers complete all relatively simple service tasks on the mobile site? Is it easy to sign in without scrolling or filling out a long form? Is account creation intuitive and achievable with a minimum of steps? Can customers handle forgotten password issues in the mobile interface? Is your knowledge base content easy to navigate on a small screen? Do you clearly delineate what service tasks can and cannot be done on the mobile site? Are popular pieces of information available without signing in?

2012 Share Interactive