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Homework answers / question archive / 1) Pick three of your favorite companies or organizations, locate the home page for each of these organizations, and investigate the online customer service they provide

1) Pick three of your favorite companies or organizations, locate the home page for each of these organizations, and investigate the online customer service they provide

Business

1) Pick three of your favorite companies or organizations, locate the home page for each of these organizations, and investigate the online customer service they provide. Do they include most e-service channels such as FAQs, email, and chat? What additional online services are provided?

2) Imagine that you have purchased a technology product. You take it home, hook it up, and find you can't get it to work properly. Select a major vendor, and connect to its customer service Web site. Perform a navigation analysis of the site. How many links did you have to follow to get your problem resolved? Were you able to "serve yourself," or did you have to contact a customer assistance representative? If you were assisted, was it easy to contact a customer assistance representative? Did you use email? Web chat? Telephone?

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