E-commerce Customer Service: How to Improve Customer Service and Boost Your Business
Ecommerce Customer Service: How to Improve Customer Service and
Boost Your Business

All businesses understand the need to focus on customer service. In this age of E-commerce customer service has now become a top priority for e-commerce companies as well.

An e-commerce business is an online business that sells products. This has made it possible to buy products online at any time without leaving your home. They are sold over the internet through a website or an app. However, purchasing a product from an e-commerce site involves more than just the product; it also involves customer service. As part of these types of sales, retailers provide after-sales services such as repairs and replacements for goods that break down during warranty periods or 24-hour customer service helplines.

Customer service is one of the most important aspects of an e-commerce business. Therefore, it’s imperative to keep your front office service strategy current and on track. You cannot succeed in e-commerce without interacting with your customers. Therefore, many companies have invested in e-commerce support software for years. They have been able to improve their operations significantly with the help of artificial intelligence.

Throughout this article, we will take a look at the methods to improve E-commerce customer service.

5 Best Practices for Improving E-commerce Customer Service

A keystone of e-commerce experience is providing good customer service during all interactions with the customers. Effective front office service can increase revenue and inspire loyalty among customers. Let us examine how to improve the e-commerce customer experience.

Create a multichannel marketing strategy

A business must be aware of where its customers are in order to have a successful marketing strategy. There are many places where people can spend their time online, such as Facebook, Instagram, and Whatsapp. Businesses must be able to use marketing tactics that reach these different channels. Multichannel strategies help businesses reach more customers, build brand loyalty, and generate word-of-mouth publicity.

Make sure customers know that you can assist them through your channels of contact when you establish them. Besides the phone, you can also communicate with customers via text messaging, Facebook Messenger, email, and social media.

Make your customers feel valued

Businesses should focus on making their customers feel valued. Their goal should be to provide a personalized experience and create a customer journey tailored to the individual. Establishing a relationship with your customer requires knowing what they care about and what they like.

One of the most effective ways to accomplish this is by asking them questions in surveys. With surveys, companies of any size can get instant feedback on their products and services without spending a lot of time or money on market research. Information from surveys is a solid foundation for your e-commerce customer experience.

Conduct regular follow-ups

-Following up is a common practice among businesses of all sizes. If a customer has a problem with their purchase, they may be upset and frustrated. You should follow up with them to show that you care. It is important to follow up with customers after a problem arises. Making the customer feel that you are on their side and helping them out during difficult times is crucial.

The right kind of follow-up will make all the difference in future e-commerce customer support. Establishing customer relationships and building trust will depend on it. Ask your customer if there was anything you did well during the interaction if they have a good experience with your company. Consider using these details in your follow-up process going forward if this is the case.

Implement live chat

Live chats have become a customer service standard for e-commerce companies because they provide instant gratification and convenience that email and phone cannot match. Live chat software is important because it can save your company a great deal of time. Ecommerce business strategy requires that companies should use live chat as it enables customers to receive immediate, personalized assistance in real-time, so they can easily get what they need. LiveChat, Olark, LiveAgent, Intercom, and Freshchat are some of the popular live chat software you can consider using for your business.  

Chatbots help companies make their presence feel more personal. The chatbot provides a tailor-made experience for the customer. Unlike traditional customer service, a chatbot is available 24/7. It can be set up to answer questions, provide information about products and services, and resolve complaints. 


Many companies today struggle with their e-commerce customer service, but there are ways to improve it, such as by providing a good rapport through phone and through chat. A company can use either method alone or a combination of both. By consistently delivering high-quality front office service, one can grow e-commerce business and retain current customers. Providing all of the products customers need in one place when they need them is the goal. We hope the above e-commerce customer service best practices will help you devise the right strategies for your business.

With increasingly demanding customers, it is difficult for companies to provide the same level of customer service to everyone. With SBL’s end-to-end support, e-commerce companies of all sizes can simplify their e-commerce customer service. We offer affordable prices and are available 24 hours a day, 7 days a week.


Frequently Asked Questions

What is e-commerce customer service?
A customer service department in eCommerce handles customer inquiries, complaints, and other terms of customer service. The goal of eCommerce customer service is to provide a more personalized and efficient customer experience. Through dialogue, phone calls, emails, and chat, it involves meeting the needs of online shoppers and ensuring e-commerce customer satisfaction.
How do you handle eCommerce customer service?
Make sure your customer service system is efficient for responding to inquiries and complaints. This will enable you to manage your current customer base more efficiently. Whether it is on your website, on social media, or by phone, make sure you have a procedure for handling complaints from customers. It helps ensure that issues are handled quickly and efficiently. Customers who are unable to reach out on social media or online platforms can reach out to a dedicated email address, which helps them reach out to the appropriate department without taking up time.
How do you build e-Commerce customer service?
Ecommerce businesses must provide excellent customer service. When it comes to building successful e-commerce customer service, it’s essential to know what your customers want and be able to deliver it quickly and efficiently. The best way to build customer service is by taking the time to focus on the customer from the very beginning.