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Airtract Dinesh Arora Escape the ordinary

6 Best Effective Practices for E-commerce Customer Service 04 May, 2022   

These days, technology has become an integral part of our lives. Especially after the COVID19 pandemic, many small businesses and brands have shifted to online selling, making buying their goods or services simple. Online shopping is developing at high speed and has become a regular part of people's lives.

The question now arises, what can companies do to make their customers keep coming back to their online store and avoid competition? The solution is ecommerce customer service.

What Is E-commerce Customer Service?

E-commerce customer service offers assistance to consumers who buy from online shops, from making more profitable buying decisions to fixing problems while developing an effortless customer experience. Read further to learn about the best e-commerce customer service practices that you should implement to step up your game.

Stay Organized

Being organized is one of the critical elements of a thriving customer service department. Even if you have good performance and a skilled team, things will collapse without proper management. 

Maintaining a track of consumer interactions and providing your unit with devices that will allow them to cooperate will keep things running smoothly. Having a frequently asked questions section, shared inbox, and collision detection will authorize your e-commerce customer service unit to resolve consumers' demands in an organized manner.

Meeting Customers On Their Terms

In e-commerce, there is no universal or standardized solution. Consumers require a personalized approach that makes them feel important. Companies should keep consistent communication with customers through e-commerce customer service. It will allow them to understand their customers better and establish a long-lasting relationship.

Meeting your clients' increasing needs is vital for succeeding in the current marketplace. Different customers have different preferences. Some consumers prefer their service over the phone or communicate via email or live chat. Several consumers also opt for communication through social media like Instagram and Facebook. It would be best for online businesses to use multichannel marketing techniques to fulfill and exceed customers' expectations.

Provide Self-Service

One of the essential tactics of exemplary e-commerce customer service is enabling self-service. Customers prefer simple automatic self-service when shopping online, such as via a mobile application or a website.

Your e-commerce customer support should be available 24/7 and provide the most satisfactory experience. You can provide self-service to your customers by creating a page on your brand webpage that has all the details related to your brand.

Use Personalization

There will be times when customers will be looking for a tailored and personalized approach and professional advice. Customer service is not only keeping track of packages and dealing with refunds; it should deliver the most satisfactory experience. Presenting a customized and personalized service will make you stand out from other online companies.

Use Customer Reviews to Grow Your Business

Customers nowadays can make educated decisions. They want to share their opinions, and they also want to listen to other consumers' views about goods and services. With client feedback, you can comprehend how your business is doing. You can also work on your products and services based on the provided feedback. Pleased customers spread the good word about your business through their positive reviews, which will help your business grow.

Improve Response Time

E-commerce is all about comfort and speed. Online customers expect immediate replies. While allowing consumers to contact your e-commerce customer service section using multiple channels is vital, the key to an efficient team is quick reaction. Serving clients with uniform quality with quick response time across multiple channels will help you provide a functional, e-commerce customer service approach.


For a successful e-commerce business, customer service is critical. To maintain or boost the reputation of your business, you need to improve your shopper experience through e-commerce customer service practices.


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