Ecommerce Customer Service : 10 best practices to do it right!

Ecommerce Customer Service

An eCommerce customer service can make or break your company. Product creation, marketing, and client loyalty are all given a lot of attention, and rightly so. However, all of those efforts can be undone without excellent customer service. Whether you’re selling hand/bags or bathtubs, client service is critical to your purchases and overall customer experience. 

Outstanding customer service will set you apart from the competition in a competitive business like online shopping. Technology has enabled eCommerce stores to take a new approach to assist clients. The solution uses conversational messaging and personalization approaches to create customer-centric experiences and provide customer support.

What is eCommerce Customer Service?

Customer Service in eCommerce assists online customers with everything from making smarter purchasing decisions to addressing problems while maintaining a consistent customer experience across different touchpoints.

Customer support for e-commerce can assist you in the following areas:

  • Problems with the checkout procedure, inability to add products to the cart, invalid coupons, and other customer service difficulties
  • Frequently asked questions about product returns, refunds, and delivery.
  • The requirement to provide a consistent experience across numerous modes of communication

10 eCommerce Customer Service Practices to Boost Customer Satisfaction

Do you want to make your responses more efficient, provide real-time support wherever possible, and stand out from the crowd? Here’s how to do it.

Choose A Multichannel Helpdesk With Your e-commerce Platform

It’s critical to employ a help desk that integrates email, eCommerce live chat, phone, and social media into one platform. Tickets will be automatically pulled in from several sources, such as a shared inbox, via an omnichannel platform. Your team can keep track of customer requests and stay organized with a shared inbox.

In the case of customer service in eCommerce, make sure your inbox integrates with your store’s platform to simplify your workflow. Tracking and collecting all of a customer’s interactions with your brand in one location will pay off. As your business expands, you’ll be able to manage and analyze all of your customer services in one spot. In addition, support staff can see a total breakdown of customers. Thanks to an integration with your e-commerce platform: Previous chats or calls, links to social media accounts, Recent purchases, etc.

Offer Self-service (knowledge base) Options To Your e-commerce Frontline

By offering extensive answers to frequent questions, a knowledge base helps potential clients to make informed purchases. In addition, self-service minimizes support volume and improves customer satisfaction after they make a purchase. ECommerce live chat aims to resolve issues promptly, and self-service choices go the extra mile.

Customers can track their orders, return them, or cancel them without speaking to a representative. Building a strong knowledge base saves time for your customers and your customer support personnel.

Ensure that all pertinent information (deliveries, FAQS, return policies, and so on) is easily accessible via Google. Get rid of another step in providing the right solutions to your customers’ questions.

Automate Properly While Maintaining A Personal Touch

The secret sauce of customer service in eCommerce is automation. When done correctly, it allows your team to interact with more of your consumers on a more personal level. How? Most transaction messages, such as order confirmations, receipts, and shipment alerts, are likely already automated. Some of your templates and variables will be so precise and valuable that you can automatically set them to send. Questions about order delivery (if it’s not late) or pre-sales questions about your refund policy are two examples of responses that you can readily automate. 

You might not be automating all of your clients’ one-time or recurrent conversations when they face a block. Common, low-value questions, such as “Where’s my order?” and “How do I return this?” must be automated too so that your eCommerce live chat or eCommerce call center representatives could focus on more complex issues.

However, don’t forget about the obvious: informing clients that you received their request and are working on it. You can swiftly compose precise responses thanks to direct integrations with your inventory management, order management, eCommerce platform, and shipping software.

Meet Your e-commerce Customers On Their Preferred Platforms

For your online store, social networking may be a terrific source of customer service in eCommerce in terms of customer feedback. Use an omnichannel helpdesk solution that allows you to gather, manage, and track social media comments. Rather than forcing an agent to stop/ what they’re doing every day (or hour), use integrations to filter all of your communications through the inbox. This input should also be sorted and delivered to your product development team.

Social media, email, real-time messaging, offline support channels, and phone conversations are common ways for online buyers to communicate with their favorite brands.

eCommerce live chat and phone assistance, as well as any other communication channels you know your clients care about and use, should all be linked into your centralized help desk software. You can provide better service to your clients’ requirements if you actively listen to their dialogues, whether they take place in your inbox or through physical means.

Outsource eCommerce Call Center

Customer service is critical to an organization’s success. You will access individuals with years of experience and competence in customer service by eCommerce call center outsourcing. Expert call center agents will help you retain customers by understanding their needs. Your customer service crew should be the fastest and most professional in the industry. 

Customer service abilities will be strengthened by knowledge and empathy, which will result in positive reviews and help you keep customers. You’ll be able to focus more on your major company and provide industry-specific services to your customers. You’ll have access to a highly-skilled workforce and round-the-clock customer service if you outsource. Customer service that is both efficient and quick is the key to a successful e-commerce business.

Add More Common Questions To Your FAQ

Most online businesses require an excellent FAQ section (knowledge base), and these can help reduce the number of tickets in online live chat for eCommerce and other forms of communication. You should answer customers’ most common queries regarding your products, services, and brand as a whole on your FAQ page. 

The simplest method to figure out those queries is to look at your customer service statistics and see which issues consumers frequently contact you about. If you use help desk or eCommerce call center software, you can quickly identify your consumers’ most frequently asked queries. 

Integrate Inventory Data Into Helpdesk Responses 

Shopping cart abandonment must be addressed from all angles, not simply through exit intent pop-ups and display ads. Quick Customer service in e-commerce is also an important aspect of the customer journey. If they can’t get support quickly, online shoppers will leave. You can assist representatives in swiftly loading accurate responses by integrating your inventory and product details into your helpdesk. Improving your eCommerce business’s first response time is crucial. Marketing’s newest hurdle is the customer’s goldfish-sized attention span.

It may be tough to compete with other eCommerce stores, but you’ve already won the customer by focusing on improving response time.

Develop Customer Retention Strategies 

It’s time for eCommerce enterprises to enhance customer service since studies show that 82 percent of customers have declined to work with brands because of poor service. Customer communication is an important factor in increasing brand loyalty. You can encourage proactive dialogue when an order is delivered by sending SMS messages.

One of the biggest difficulties for eCommerce shops is preventing cart abandonment. Cart abandonment rates for checkout pages can reach 87 percent during the week and as high as 90% on the weekends. It’s crucial to understand this when creating marketing loyalty programs and customer retention strategies.

Customer Satisfaction Should Be Measured

Customer satisfaction should be measured to evaluate if you’ve met your consumers’ expectations. It’s arguably one of the most important eCommerce customer service performance metrics to be aware of.

If you exceed your clients’ expectations, they are more likely to shop with you again.

Measure, Improve, and Repeat

When it comes to customer service, there are no specific rules to follow. Instead, companies must be proactive in resolving customer issues while continuously improving data procedures.

When you measure and optimize outcomes, it helps you refine things such as analyzing the busiest hours, evaluating your team’s volume by channel, and following trending themes among your clients.

Having a system to track performance will provide a basis for future decisions, which is the first step toward providing excellent customer support for eCommerce.

The higher your customer satisfaction, the faster and more accurate your reaction times are. Customers require assistance in completing orders and knowing that your business values them. You must continually deliver exceptional eCommerce customer service to keep current clients and attract new ones to develop your eCommerce business.


With the help of world-class customer support technology, ECARTIZE, specializes in managing client requests from different channels and providing quicker resolutions. If customers feel well taken care of, the likelihood of ordering from you, again and again, improves, so don’t waste another minute and schedule a call with us to achieve customer support for eCommerce within 48 hours. What do you think about these Ecommerce customer service best practices? Comment your thoughts below, and don’t forget to like and share this blog!