A good website will be part of an integrated system that supports the customers from the moment they load the web site to the aftercare they can expect following delivery.
ASOS offers a page with information to help the user through the many problems or fears they may encounter when purchasing something for the first time online. It also offers many ways in which the customer can contact the website.
Although the Help and Contact page is quite long, it is sectioned into categories so that the customer can read the information relevant to their situation.
This website does not have a ‘Feedback’ feature where a customer can type in their information and opinions about the website. This can make potential customers shop elsewhere as they do not know whether to trust the website as they cannot see what other people’s experiences have been like.
The Returns section is easy to find creating good customer care as if a customer is not happy with their product they can return it easily and they do not have to search through the website trying to find how to return it.
The Returns section is easy to find creating good customer care as if a customer is not happy with their product they can return it easily and they do not have to search through the website trying to find how to return it.
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