Question: one
Ups and FedEx are shipping companies that offer transporting of packages around the world. They are competitors. Each company runs an up to date websites to improve customer service. The following is a discussion of the IT supported customer services provided by the two websites.
Comparison
The two websites run a tracking service that allows their customers to enter their package number and receive information of the package’s whereabouts and condition. The server stores the packages information and updates it regularly to reflect its current location. This service enables the recipient to schedule a collection.
The websites allow a customer to create an account. The account makes it easy for them to provide personalized services. This is especially important for regular shippers. A person enters their location, mode of payment, preferred collection address and other data which is then stored on the server. Whenever the person wants to send or receive a package, they do it from their account, which saves them time.
Both ups and FedEx enable a customer to search online for the best place where the transporter should drop their package off. This saves the customer the trouble of physically booking a drop off point. Ups provides a map of the world where the customers view available drop off points. FedEx requires the customer to enter their location and then provides a list of drop-offs in that area.
Contrasts
Ups.com enables a person to create a return online. Returns are required for defective or wrong products. Creating a return online simplifies the customers work and enhances customer service rating of the company. FedEx does not provide such services on their website.
Ups.com provides its visitors with current news that may affect their packages. Such include weather conditions that have affected shipping to a certain area, new laws and regulations and more. The website, therefore, provides more awareness for the customers.
Works Cited
Cieply, Mariusz. 6 Tips for Providing Better Online Customer Support. 1 July 2011. 27 June 2013.
Goodman, John G. Strategic Customer Service. New York: Amacom, 2009.
