Business Evaluations Part 1: Internet Businesses Choose two companies or organiz

Question

Business Evaluations

Part 1: Internet Businesses

Choose two companies or organizations and locate their websites on the Internet. Then, answer these questions:

1.Does each site provide easy access to the most common e-service channels, such as FAQ’s, Contact Us, and online chat services?

2.What additional online services does each organization’s site provide that enhance customer service?

3.Evaluate each site for ease of navigation, ease of locating resources, and overall form and function. What suggestions would you make to improve the customer service aspect of each organization’s website?

Explanation / Answer

The two companies chosen are McDonalds (corporate.mcdonalds.com) and American Airlines (www.americanairlines.in)

1. Yes, both the websites provide easy access to the most common e-service channels, such as FAQ's, contact us but not online chat services.

2. McDonald is providing options like restaurant feedback, general inquiry, mobile app feedback.

whereas, American Airlines provides options like receipts and refunds,customer service and contingency plan.

3. Both the websites are from two different industries. Both the websites are well planned and its quiet easy to navigate on their websites and most of the information required is there.I would like to suggest online chat service to both the companies as it is missing on both the websites.

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