Business Studies - AQA - GCSE - Impacts of ICT on Customer Service

Business Studies - AQA - GCSE - Impacts of ICT on Customer Service

1. 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
   • 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

2. 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     • Website could be out of date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
   • 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