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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. Customer support as a source of usability insight: why users call support after visiting self-service websites. In Virpi Roto, Jonna Häkkilä, Kaisa Väänänen-Vainio-Mattila, Oskar Juhlin, Thomas Olsson, Ebba Thora Hvannberg, editors, Proceedings of the 8th Nordic Conference on Human-Computer Interaction: Fun, Fast, Foundational, Helsinki, Finland, October 26-30, 2014. pages 167-170, ACM, 2014. [doi]

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Asbjørn Følstad

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Knut Kvale

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Ida Maria Haugstveit

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