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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. 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?
Expert Solution
1. My three favorite companies are:
- Amazon- home page: https://www.amazon.in/
- Walmart- home page: https://www.walmart.com/
- Zara- home page: https://m.zara.com/in/
- Amazon: Amazon provide an online portal for customers so that they can exchange there products if they are not satisfied with it.
- Walmart: It enables customers to exchange their products online and pay for the products through online modes.
- Zara: It enables customer to chat online with the executive and register their complaints.
Yes, these organizations includes emails, chats and others services. Additional services such as at the door delivery, exchange policy, 24*7 customer services and others.
2. Technology product: mobile phone from Iphone. When the problem occurred in the phone, I contacted online customer service of the Iphone through its website. Navigation was easy and I had to click on 2-3 links before registering my complaint. Yes, I was able to serve myself and register the complaint on my own, I described my complaint and submitted on their website.
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