Keep customers informed while they wait.
Make waiting, progress and recovery clear to customers.
Rethink / Insights
Perspectives.
AI, customer experience and technology delivery. Find an idea you can use.
8 articles · Customer experience · Page 1 of 2
Make your website answer who it is for.
Help prospective customers recognise whether your service fits their situation before asking them to enquire.
Make your services easier to compare.
Show the same practical comparison points for related services.
Make your website promise operational.
Connect website promises to the conditions and owners behind them.
Make a failed online task easy to recover.
Help customers recover when an online form fails to complete.
Repeated customer questions are process evidence.
Find the unclear promise or handover behind recurring questions.
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