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Customer support as a source of usability insight: why users call support after visiting self-service websites.
Asbjørn Følstad
Knut Kvale
Ida Maria Haugstveit
Published in:
NordiCHI (2014)
Keyphrases
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customer support
user centered
end users
customer service
technical support
user experience
user satisfaction
high tech
customer satisfaction
service quality
website
world wide
user interface
usability testing
usability problems
mass collaboration
information sharing
design process
social media
search engine