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For Customer Experience Professionals

Web-Phone User Experience 2010: PC Laptop Manufacturers

Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms

May 27, 2010

By Adele Sage with Moira Dorsey, J. P. Gownder, Rachel Zinser

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Why Read This Report

Forrester applied its Web-Phone User Experience Review methodology to the experiences at four large PC laptop manufacturers: Apple, Dell, HP, and Toshiba. The results: Apple came out ahead, but the overall experiences across the PC manufacturers earned nowhere near passing scores. What were common problems? The PC manufacturers used unclear language and lacked contextual help on the Web, omitting content essential to user goals from their interactive voice response (IVR) systems. But we did encounter best practices like Apple's imagery that added value, Dell's clear and efficient IVR system, and HP's useful online laptop recommendation tool. To improve the Web-phone experience, PC manufacturer customer experience professionals should clarify confusing language to help users make better buying decisions and improve IVR order status capabilities.
Tags: Consumer Electronics & Technology, Consumer PCs, Contact Center Technologies & Processes, Cross Channel Strategies, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, Interactive Voice Response (IVR), Manufacturing, Multichannel Customer Experience, Networking, Packaged Applications, Phone Self-Service, Social CRM, Web Design Standards
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TABLE OF CONTENTS

  • How Good Are PC Laptop Manufacturers' Web-Phone Experiences In 2010?
  • All Four PC Laptop Manufacturers Failed Our User Experience Review
  • What User Experience Issues Challenged The PC Laptop Manufacturers?

  • RECOMMENDATIONS

    Improve Web-Phone Laptop Shopping Experiences
  • Supplemental Material
  • Related Research Documents
 
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