4201166
Description
Mind Map by Josh Anderson, updated more than 1 year ago
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Created by Josh Anderson
about 9 years ago
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Business Studies - AQA - GCSE - Impacts of ICT on Customer Service
- Advantages
- Customers
- Needs/Questions can be
addressed on instant
chats/forums/email
- Can send products
back using info
provided on websites
- Easy to
access/contact
business
- Can order goods and
services from home
- Needs/Questions can be
addressed on instant
chats/forums/email
- Business
- Clubcards or other
membership cards mean
that more market
research can be done
- Good reviews can be left
online which will improve
the business' reputation
- Could be a cheaper
way of selling goods
or services
- Can distribute worldwide
- Clubcards or other
membership cards mean
that more market
research can be done
- Customers
- Disadvantages
- Customer
- Website could be out of date
- Not face-to-face communication,
which could cause communication
issues, such as bad service
- Must have access to
a computer device
- Goods or services
cannot be tried
before buying
- Website could be out of date
- Business
- Customers could leave bad
reviews online which could
ruin business' reputation
- Websites need
constant updating
- Communication or transport issues
- Must respond quickly
to consumer contact or
risk losing them
- Customers could leave bad
reviews online which could
ruin business' reputation
- Customer
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