Yesterday I used O2's live chat to change my mobile contract. Then O2 invited me to give feedback.
"Click the Close chat button to do the survey," said the customer representative. (See screenshot below.)
There wasn't one. But there was an 'End session' button (see screenshot below).
To O2 it might seem like an insignificant difference in language. But if, like me, customers only use live chat once every 2 years when they want to renew their mobile contract, they don't wanna have to guess where to click. They want 'no brainer' language in links.
The mobile experienceIt's even more important to provide 'no brainer' links for customers using mobiles to interact with you. Any level of frustration is greatly multiplied when you add in:
- 'fat finger' syndrome
- tiny screens
- the risk of losing your signal if you're on the move
- other people distracting your concentration