Multi-channel support

Customers want to use different channels for different tasks. They may want to use a chatbot for support, but want to hear about sales through social media. Measure how customers use various channels and use that data to refine your communication strategy.

Personalize support and marketing

As an online business, you can track and measure customer behavior. When a customer reaches for support, an agent will have access to information like purchase history, returns, and buying patterns. With this data, the agent can personalize their conversation with the customer and treat them like a valued client.

Offer an avenue for providing feedback

Letting customers offer their feedback helps to identify where their frustrations are. Reviews are also great social proof that illustrate specific examples of when your customer service is delivered as promised.

Have a comprehensive knowledge base

A knowledge base is a library of information for your customers. It’s a self-serve option if customers need help using a product or service, but don’t want to talk with a representative over the phone. The content should be well-organized so that it’s easy to search, and clear enough for users to follow and implement successfully.

Advantages of providing good ecommerce customer service

Great customer experience is one of the few ways to genuinely stand out in an already saturated online retail marketplace. Customers who don’t get the level of service they expect simply take their business elsewhere. Providing excellent customer service online gives your business several distinct advantages:


An increase in customer acquisition

By establishing a system of support, you increase the chances of catching customers who would have otherwise started their shopping venture over with a fresh search—and finding a new competitor.

Higher customer retention

Having a fast, efficient customer support service is critical to maintaining customer loyalty. According to the latest Zendesk CX Trends Report, 65% of consumers say they would spend more with a brand that lets them start a conversation on one channel and pick it up on another.

More positive experiences

Throughout thecustomer journey, make sure that the customer experience remains a positive one. A single negative interaction can be enough to drive a valuable customer away forever.

More personalized customer service

Automations, software management systems, and integrations save enormous amounts of time when handling customer service activities. And the hours saved by letting software tools handle repetitive tasks gives you more time to provide personalized care to your customers.