Resumen
This article proposes a list of 50 functional requirements that represent facets of customer service in a business-to-commerce (B2C) web site and investigate whether and how two award-winning sites fulfill them. The rewards of B2C e-commerce are realized partially through well-designed Web sites, since they act as the primary contact with customers. Surfing the Web reveals sites that have varying degrees of customer service represented through their functionality. E-commerce solutions, like any software product, are acquired in one of two ways: by purchasing a package or by developing a custom system. Both types of systems are developed using the software development life cycle or variations thereof, and rely on the Analysis phase to develop functional requirements to meet users' needs. While many factors determine the success or failure of an e-commerce Web site, the level of customer service provided may serve as an indication of user satisfaction with the transaction-orientation of a site.