Tip 2: Test Customer Service Availability
Some shoppers find comfort in the immediate availability of customer support – not just FAQs and knowledgebases, but real people, ready to talk or chat. Sometimes the addition of a phone number, chat button, and/or 24/7 support icon gives some shoppers the confidence to continue checking out – even if they never need support.
How to test it
Ask users whether they know how to get help, and what support method they prefer. Be sure to test this in a variety of circumstances: the browsing experience, shopping cart, checkout, returns, and other store functions.