4. FAQ-klantenservicepagina’s
5.3 Aanbevelingen
5.3.2 Praktijkgerichte aanbevelingen
Differentiatie voor de webwinkels is van grote relevantie door de concurrentie op de markt. Organisaties zoals bol.com en Coolblue zijn op de klantenservicepagina’s al actief bezig met de personalisatie. Aan de hand van de resultaten van het onderzoek kunnen webwinkels zoals Wehkamp en HEMA nog verbeteringen toepassen op voornamelijk tekstueel vlak. Hier wordt het voornaamste verschil gemaakt, omdat alle vier de webwinkels wel gebruik van maken van de bestaande usability conventies. Middels toevoegingen in de tekst door bijvoorbeeld het schetsen van herkenbare situaties voor de klant, laat de organisatie het empathisch vermogen zien. Daarnaast kan de organisatie de cultuur laten zien door middel van de tekstuele toevoegingen. Door de klant te begeleiden in het retourproces op de klantenservicepagina
middels aanvullende hyperlinks en stappen worden de pagina’s servicegerichter en persoonlijker voor de klant.
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Gebruikte webpagina’s voor de data Webwinkel landingspagina
bol.com (2019a). bol.com. https://www.bol.com/nl/ Coolblue (2019a). Coolblue. https://www.coolblue.nl/ Wehkamp (2019a). Wehkamp. https://www.wehkamp.nl/ HEMA (2019a). HEMA. https://www.hema.nl/
‘Over ons’-pagina’s
Bol.com (2019b). Over bol.com. De winkel van ons allemaal.
https://www.bol.com/nl/m/over-bol-com/?promo=footer_Over (07-02-2019) Coolblue (2019b). Over Coolblue. Alles voor een glimlach.
https://www.coolblue.nl/over-coolblue (07-02-2019) Wehkamp (2019b). Over Wehkamp. Wij zijn Wehkamp.
https://www.wehkamp.nl/nieuws/over-wehkamp/ (07-02-2019) HEMA (2019b) about. Making daily lives easier and more fun. https://www.hema.net/ (07-02-2019)
Sociale media Twitter
Twitter (2019a). @bol.com.
Twitter (2019b). @Coolblue_NL. https://twitter.com/Coolblue_NL (12-01-2019) Twitter (2019c). @wehkamp. https://twitter.com/wehkamp (12-01-2019) Twitter (2019d). @HEMA. https://twitter.com/HEMA (12-01-2019) Facebook
Facebook (2019a). @bol.com.
https://www.facebook.com/bolpuntcom/ (12-01-2019) Facebook (2019b). @Coolblue. https://www.facebook.com/Coolblue/ (12-01-2019) Facebook (2019c). @wehkampnl. https://www.facebook.com/wehkampnl/(12-01-2019) Facebook (2019d). @hema. https://www.facebook.com/hema/ (12-01-2019) Instagram
Instagram (2019a). @bol.com.
https://www.instagram.com/bol_com/ (12-01-2019) Instagram (2019b). @Coolblue. https://www.instagram.com/coolblue/ (12-01-2019) Instagram (2019c). @wehkamp. https://www.instagram.com/wehkamp/ (12-01-2019) Instagram (2019d). @hemanederland. https://www.instagram.com/hemanederland/ (12-01-2019) LinkedIn
LinkedIn (2019a). bol.com.
https://www.linkedin.com/company/bol-com/ (12-01-2019) LinkedIn (2019b). Coolblue.
https://www.linkedin.com/company/coolblue/ (12-01-2019) LinkedIn (2019c). Wehkamp.
https://www.linkedin.com/company/wehkamp-nl/ (12-01-2019) LinkedIn (2019d). HEMA.
https://www.linkedin.com/company/hema/ (12-01-2019)
YouTube
YouTube (2019a). bol.com.
https://www.youtube.com/user/bolcom (12-01-2019) YouTube (2019b). Coolblue https://www.youtube.com/user/coolblue (12-01-2019) YouTube (2019c). wehkamp. https://www.youtube.com/user/wehkampnl (12-01-2019) YouTube (2019d). HEMA. https://www.youtube.com/user/Hema (12-01-2019) Klantenservicepagina’s
Bol.com (2019c). Service & Contact.
https://www.bol.com/nl/klantenservice/index.html (18 februari 2019) Coolblue (2019c). Klantenservice. https://www.coolblue.nl/klantenservice (18 februari 2019) Wehkamp (2019c). Klantenservice. https://www.wehkamp.nl/klantenservice/ (18 februari 2019) Hema (2019c). Klantenservice. https://www.hema.nl/klantenservice (18 februari 2019) Retourneren
Bol.com (2019d). Retourneren en annuleren.
https://www.bol.com/nl/m/retourneren/?promo=CS_home_retourneren (1 december 2018)
Coolblue (2019d). Hoe werkt het retourproces?
https://www.coolblue.nl/klantenservice/5124/informatie-over/hoe-werkt-het-retourproces.html (1 december 2018)
Wehkamp (2019d) Retourneren.
https://www.wehkamp.nl/klantenservice/retourneren (1 december 2019) Hema (2019d). Retourneren, ruilen en garantie
https://www.hema.nl/klantenservice/retourneren-ruilen-en-garantie (1 december 2019)
Mobiel
Coolblue (2019e). Coolblue. https://www.coolblue.nl/ (27 maart 2019) Wehkamp (2019e). Wehkamp. https://www.wehkamp.nl/ (27 maart 2019) HEMA (2019e). HEMA. https://www.hema.nl/ (27 maart 2019)