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Customer Support Analysis applies proven user research techniques
to the study of online customer support tools in order to find and
remove major user obstacles, simplify navigation, and identify opportunities
to lower cost, improve usage rates and increase customer satisfaction.
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Business Benefits |
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Lower Customer Support Costs — Lower
the costs of critical customer support interactions by perfecting
them on your site. |
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Improve Customer Communications — Communicate
more effectively to your most important audience - your customers
- with targeted, useful, and focused online communications. |
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Profitable Customer Relationships — Turn
customers into loyal site users through improved online support
interaction and increased customer self-service. Use this
loyalty to grow sales in your customer base. |
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Efficient and Affordable Design and Development
— Avoid extended and expensive site re-design
cycles, by focusing on design changes to the elements of your
site that truly contribute to your organization's success
like customer communications and support. |
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Process and Deliverables |
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Our process is flexible enough to meet almost all schedule and
budget demands. EaseAbility projects always begin with a simple
step that helps clients find the right scope for their project by
selecting which of the deliverables listed below meet their needs
and budget.
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| 1.
Definition |
Statement
of Objectives Document
Documents site and company objectives. Defines the scope
and design of research project. Identifies constraints. |
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Research |
Heuristic
Evaluation and Report
Usability Test
and Report |
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Analysis |
Search
log analysis and report
Traffic log analysis
and report
Support Analysis
This document combines the results of all finished user
research with recommendations or "next steps"
to improve the success of your online support function. |
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Problem Solving |
Prototype Development
and Testing - optional
We recommend the development of prototypes which model
recommended changes for use in additional usability
testing.
Illustrated
Recommendations
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Presentation |
PowerPoint
Presentation of Results and Recommendations |
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How to Order |
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Contact EaseAbility at info@easeability.com
to receive a proposed statement of work that fits your budget and
supports your business strategy. |
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