Customer Service

Customer service is how well the company deals with the customers in terms of how they deal with the normal service given and then how they help with customers when they face problems which need the company to seek a solution. Within this section of customer service, it includes digital complaints, chat and customer to customer communication. Digital complaints are how customers display their negative feelings and thoughts of a company, possibly to do with the service in which they provide and how it doesn't meet their expectations. When a customer does experience a scenario like this which is for a mainstream company, such as Asda, concerning the levels of customer service, for example, then the customer can go through the process of delivering a digital complaint. This process consists of either completing the form provided on the Asda website (https://mobile.asda.com/complaints/new) or writing to the company directly in full detail as to why they are unhappy with the service provided. Asda will then acknowledge the complaint within fourteen days which a third party may sometimes become involved to assist in resolving the issue. The complaints will be resolved  within eight weeks of being received and the customer should then get a response from the company within thirty days via email or post to notify the action being taken to resolve the complaint noted. 

Chat is a way for people to be able to talk to one another relating to certain topics to be discussed which are of interest that can be possibly be related to. These topics featured within the chat can be in two example formats of chat rooms and forums which are both on the internet. The difference between these, are that chat rooms are usually in the format of normal conversations unlike a forum which will have a topic heading that will allow people to post their comments, views and opinions concerning the subject. 

C2C is a shortened version of the words 'customer to customer' which is when a customer sells products, services and goods to another customer. This is different to the normal types of businesses as they usually sell business to business, B2B, or business to customer, which is B2C. An example of a company that allows people to complete customer to customer selling is eBay (http://www.ebay.co.uk/) and the reasoning for this is because they are an e-commerce meaning that people can sell their goods online or over the internet making it more accessible for other people to buy them.

Benefits
The benefits which come with digital complaints, chat and customer to customer communication is that they all link into how the customer service of a company is truly projected by its customers. What this means is that, by having these three forms of communication, it allows the company to be able to manage the thoughts of customers especially if they concern the levels of customer service which are shown in a negative light. Once they have been highlighted, the company will then be able to make amends and solve the problems or queries of customers.