Business GCSE AQA
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The Purpose And Nature Of Businesses Aqa6 主题
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Business Ownership Aqa4 主题
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Setting Business Aims And Objectives Aqa3 主题
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Stakeholders Aqa1 主题
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Business Location Aqa1 主题
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Business Planning Aqa1 主题
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Expanding A Business Aqa2 主题
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Technology Aqa1 主题
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Ethical And Environmental Considerations Aqa3 主题
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The Economic Climate Aqa1 主题
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Globalisation Aqa2 主题
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Legislation Aqa1 主题
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Competitive Environment Aqa2 主题
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Production Processes Aqa2 主题
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The Role Of Procurement Aqa3 主题
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The Concept Of Quality Aqa3 主题
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Good Customer Service Aqa2 主题
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Organisational Structures Aqa2 主题
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Recruitment And Selection Of Employees Aqa4 主题
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Motivating Employees Aqa1 主题
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Training Aqa2 主题
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Identifying And Understanding Customers Aqa1 主题
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Segmentation Aqa1 主题
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The Purpose And Methods Of Market Research Aqa3 主题
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The Elements Of The Marketing Mix Aqa9 主题
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Sources Of Finance Aqa2 主题
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Cash Flow Aqa3 主题
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Financial Terms And Calculations Aqa4 主题
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Analysing The Financial Performance Of A Business Aqa5 主题
Ict And Customer Service aqa
Exam code:8132
Automating customer service
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ICT can play an important role in improving customer service, often at a relatively low cost
ICT and customer service
ICT methods
Websites
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Most businesses have some form of web presence
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A simple website provides contact and location details and showcases the products a business offers
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Many websites allow customers to communicate with a business
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Some make use of chatbots to allow real-time communication to solve customer problems
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Frequently asked questions (FAQs) allow customers to quickly access the information they need
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Customers can leave reviews of purchases or interactions with a business via its website
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This information can help other customers in their buying decisions and provide important market research data to further improve customer service
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E-commerce
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E-commerce refers to the buying and selling of goods and services online, using a computer or mobile device
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Consumers can browse and purchase products at any time of the day and from anywhere in the world
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Customers can be alerted to special offers, complimentary items, product availability and product suggestions
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Prices can be changed swiftly, allowing businesses to offer competitively priced products
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Secure payment for products can be processed, delivery details confirmed and records of transactions stored online
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Online sales and browsing data can help businesses determine appropriate stock levels to ensure customers can access the products they want
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Social media
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Social media refers to websites and applications that enable users to create and share content or participate in social networking
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Many businesses choose to establish an online presence on social media channels such as Facebook, Instagram, X and YouTube
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Products and promotional offers can be shared instantly with large numbers of interested followers
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Businesses can monitor responses (such as ‘likes’ and ‘shares’) to these posts and respond quickly and directly to customer comments
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Whilst automation can deliver customer service quickly and conveniently, some consumers may not welcome the loss of the human touch
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E.g. Computers cannot smile, ask about a customer’s day or detect neuro-diversity
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As a result they may not deliver the most appropriate customer service
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Examiner Tips and Tricks
Make sure you don’t confuse the use of technology to enhance customer service with how it is used as a promotional tool.
For example, social media can be used to promote new products, but it can also be used to communicate swiftly with customers with complaints.
Responses