Picto thématique

Rule n° 66 - Each complaint shall be issued with an acknowledgment of receipt.

As in the case of a contact form, the acknowledgement of receipt of a complaint is the certainty for the Internet user that his or her request has been taken into account.

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Goal

  • Allow the user to obtain a confirmation of his request outside the context of navigation on the site.
  • Avoid customer service receiving multiple requests for the same complaint.

Implementation

Define a procedure for managing the sending of an email acknowledging receipt of a complaint.

Control

Using the contact channel given for complaints:

  • Submit a fictitious complaint;
  • Check that the service sends an acknowledgment of receipt.


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Business application and benefits

The rules should be applied to your projects from the design phase through to post-implementation , and they should be understood by all professionals with web and customer experience (CX) responsibilities: from strategy to operations, marketers to project managers, and editorial to technical staff. The benefits of using this ruleset are numerous, including improving customer satisfaction, web performance, and e-commerce, and expanding your client base, while also decreasing your errors and costs.

Multidisciplinary verticles - accessiiblity, SEO, e-commerce, ecodesign etc..- starting from the foundational Opquast base.

The objective of these rules and the Opquast community mission is ‘making the web better’ for your customers and for everyone! Opquast rules cover the key major areas of risk that can negatively affect website users such as privacy, ecodesign, accessibility and security.

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