Dell uses the direct-sales model (Business to Consumer) (B2C), which eliminates retailers that add unnecessary, time and cost, or can diminish Dell's understanding of customer expectations. Because of Dell's direct model—and the industry's response to it—information technology is more powerful, easier to use and more affordable, giving customers the opportunity to take advantage of powerful new tools to improve their businesses and personal lives. The direct model allows the company to build every system to order and offer customers powerful, richly configured systems at competitive prices. Dell would need to compete with other major competitors from similar industry like Fujitsu, Sony, Apple, Toshiba, Acer, HP, etc. However, Information technology (IT) is more powerful, easier to use and more affordable, giving customers the opportunity to take advantage of powerful new tools to improve their businesses and personal lives.
OBJECTIVES OF DELL’S WEBSITE
Dell characterizes that environment in a statement of corporate philosophy called the "Soul of Dell." It defines the kind of company Dell is and aspires to become, serves as a guide for Dell’s actions around the world, and ultimately forms the basis of Dell’s "winning culture."
Dell’s website allows consumers to view the range of product offers and specifications; job opportunities, allows investors to find out more on the company’s performance to make it more transparent to the public. Dell hopes to provide a number of interactive ways for customers to share and learn with others and with them. Dell encourages open conversations because Dell believes everyone has something to contribute. Dell has a special community conversations pages to read forum and blog posts, read ideas from IdeaStorm, watch videos from StudioDell, and read third-party news and reviews.
FEATURES & SERVICES
1. PAYMENT METHODS
Dell offers their customers various methods of payment via credit card, telegraphic transfer, cheque or bank draft, direct deposit, flexi payment and financing/leasing. The various methods of payment offered by Dell have made the transaction process more convenient, effective and efficient. The most attractive part is where they allow low monthly payments and this could aid consumers who wish to purchase a notebook or even PC to purchase this at a more affordable pricing.2. PRODUCTS & REVIEWS
Dell sells all its products both to end-use consumers and to corporate customers via the Internet. Dell offers a wide range of products like Desktops, Notebooks, TVs, Printers & Ink, Electronics, Software, Accessories, Servers, Storage and Networking.
Dell have a mini forum for people to share their personal views and opinions of the products; indicating their sincere reviews on the pros and cons so that consumers will be able to understand the feedback from those users and weigh their advantages and disadvantages before they make the purchasing decisions as word of mouth is still the most powerful tool to promoting the products.
3. ORDER STATUS/ CART & ACCOUNT
This feature enables customers to view the status of their Dell orders; the final order specifications and amounts, including tax and shipping & handling, will be communicated following receipt of the online order.
4. DELL LIVE CHATS/ CUSTOMER SERVICE
Dell Live Chats is an interactive service which provides assistance to customers with help with account maintenance, orders and delivers. Customers are able to chat with technical support regards to hardware issues or operating system issues. Customers could also easily get technical support, financing support, sales support through email or calling Dell’s hotline. Customers can find its warranty information here and can even extend warranty through the website over the flow of spaces. They also accept customer’s feedback so that they would be able to enhance and improve their service and remain as the top consumers’ choice.
5. SECURITY
The Dell Store uses industry-standard Secure Sockets Layer (SSL) technology to allow the encryption of: potentially sensitive information such as customers’ name and address, critically sensitive information like their credit card number.
6. PRIVACY POLICY
Dell is guided by The Global Privacy Statement Regarding Customer and Online User Information to protect customers information.
KEY CHARACTERISTICS AND DESIGNS
1. Design Scheme and Graphics
Dell is well known for its affordable notebooks and PC. Dell’s corporate colour is blue and white where the website is also based on these 2 colours. Dell uses a very professional yet simple layout in presenting their innovative IT products. Once you enter into the webpage, consumers are clear about its products that Dell offers because of the flash that is playing in the background. The layout of the webpage is simple and user friendly, customers can easily locate products which they wanted to buy.
2. Navigation
The website is designed in a way where it has classified into 4 main categories to provides solutions (products) for different target groups of consumers (eg. Home & Home Office; Small & Medium Business; Large Business; Government; Education; Healthcare & Life Sciences) This makes it more accessible and convenient for different categories of target groups to search for the products that’s suitable for their usage. Most importantly, at one glance customer would be able to find the hotline number for Dell for customers who prefer to be served by the friendly service consultants of Dell. With the help of the keywords search box, it enables customers with great convenience too where they could search for the specific categories from the wide arrays of products. Further information about Dell, concerns over privacy, site map and feedback are also available.
POTENTIAL STRENGTHS
Dell has done a good job in providing detailed specification & pricing of their products easily accessible in the website, thus providing buyers with greater product access, selection and knowledge. It allows customers to narrow down their selection by listing models which fits into their priority criteria (eg. Weight, screen size). Dell’s competing advantage against other large organization is that it offers a variety of customized services and support programs tailored to meet specific customer requirements. Buyers can simply customize the costs, the specification of their computers according to their preferences. The company also provides additional services such as a limited warranty for all computer systems, and offers 24/7 telephone and technical support. They offers special promotions which is only available online to encourage online purchases and also shows related products that complement each main products that customers purchase (eg. Mouse, flash drives, routers to go along with the notebooks or PCs).
WEAKNESSES
Online purchase may not be so establish for people who are not as IT savvy and think it’s a hassle to just purchase the products with just a click away. Though it’s convenient, but some people would have worries about the e-purchase as customers find that it’s not secure to submit credit card details or personal information just over the internet. Some customers would also prefer to have a feel and look of the products before transaction takes place, where online shopping has limitation on these.
SPECIAL HIGHLIGHTS OF DELL’S WEBSITE
Dell’s website has a “Training and Certification” section which provides effective and comprehensive online courses at an affordable cost to allow organization to maximize its potential, build an effective organizational and communication skills, and improve their competency and performance through training. Users can also benefit from the course at no cost and gain knowledge of hardware and software used at home or in the offices. Additional services include access to live help and e-mail support.
No comments:
Post a Comment