Evaluation of Online Consulting Using Co-browsing: What Factors Are Related to Good User Experience?

Technological advancements have changed many, if not all industries. This paper focuses on changes for service providers. Many services have been implemented without the knowledge about their effectiveness and user acceptance. This paper evaluates a web browser-based support framework for banks that provides customers with assistance through text chat and co-browsing.

Link

https://link.springer.com/chapter/10.1007/978-3-030-19135-1_1

URI

https://irf.fhnw.ch/handle/11654/30174
http://dx.doi.org/10.26041/fhnw-1903

Übergeordnetes Werk

Advances in Usability and User Experience Proceedings of the AHFE 2019 International Conferences on Usability & User Experience, and Human Factors and Assistive Technology, July 24-28, 2019, Washington D.C., USA

Jahrgang

972

Seiten

3-12

Verlag / Hrsg. Institution

Springer

Verlagsort / Veranstaltungsort

Washington D.C.

Veranstaltung

2019-07-24;
2019-07-28