{"id":521,"date":"2015-10-21T00:00:00","date_gmt":"2015-10-21T00:00:00","guid":{"rendered":"http:\/\/159.89.181.167\/great-ecommerce-customer-service\/"},"modified":"2026-03-13T09:49:59","modified_gmt":"2026-03-13T09:49:59","slug":"great-ecommerce-customer-service","status":"publish","type":"post","link":"https:\/\/spreecommerce.org\/great-ecommerce-customer-service\/","title":{"rendered":"Perfect customer service for your Ecommerce business"},"content":{"rendered":"
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Customer service is the key to e-commerce growth. You can have a strong choice products in the world, but if your customers have a continuously bad experience it will tarnish your brand, and possibly do irreparable harm to your company\u2019s reputation. Follow these steps to ensure you\u2019re providing outstanding customer service every time.<\/p>\n

1) Provide Timely, Effective Communication<\/h2>\n

Effective communication can solve a lot of problems and, more importantly, eliminate them before they happen. Sending a simple order confirmation will eliminate any doubt a customer may have that his or her order went through. Giving the customer a reasonable expectation of when to expect the item and\/or providing shipment updates will keep customers informed and happy.<\/p>\n

When your business reaches a certain point in its growth, you\u2019ll find that keeping up with these emails can be a headache. At that point, automating your communication through services like MailChimp<\/a>\u00a0or Klaviyo<\/a> can greatly simplify this process.<\/p>\n

2) Provide a Customer Support Option<\/h2>\n

In the off chance that something goes wrong at any point in the process\u2014whether an item\u2019s out of stock, order didn\u2019t arrive, or the customer received the wrong size\u2014you want to provide an easy way for customers to get in touch with you or your customer support team.<\/p>\n

Depending on where your business is in its level of maturity, this could be a simple \u201cContact Us\u201d link on your website that provides an email address and\/or phone number. If and when your business is a little more established, you may want to look at a third-party service, such as Zendesk<\/a> or Desk.com<\/a> to help you with support tickets and error resolution.<\/p>\n

No matter how you go about it, be sure whoever is on the receiving end of these issues\/inquiries is prepared to give timely, effective, and friendly resolutions.<\/p>\n

3) Engage in Social Media<\/h2>\n

Whether it\u2019s Facebook or Twitter, 78% of all customers<\/a> see social media as a customer service alternative. Some may go there directly, some may go there if whoever\u2019s manning the options on point two has dropped the ball.<\/p>\n

If it\u2019s the latter, that raises the stakes even higher on social media, making it even more important to respond quickly and effectively. If a customer has a bad experience, you can be sure that they will call out your company on Facebook, Twitter, or whatever social profile you have associated with your business.<\/p>\n

Conversely, if you provide a great experience, they\u2019re likely to commend you and your business for all to see. Make sure you\u2019re the retailer receiving the positive publicity, not the negative.<\/p>\n

4) Track all Customer Interactions<\/h2>\n

Tracking all correspondence can save you, your support staff, and your customers a lot of headaches. If customers have an issue and talk with two different people without a history of previous interaction, they will be left frustrated when they have to start from scratch with a new person.<\/p>\n

Conversely, if a customer calls in and you can quickly say \u201cYes, I see you called in about exchanging your shirt for a different size on June 16th,\u201d he or she will be left both impressed and relieved that someone is on top of the issue.<\/p>\n

Create labels in your emails, attach notes to the thread, or do whatever it takes to keep all customer interaction in one easy-to-manage place. If you\u2019ve talked with Joe Smith before, you should be able to easily search and find any and all correspondence with Joe.<\/p>\n

Down the line, an error resolution service like the aforementioned Zendesk isn\u2019t a bad idea. Zendesk tracks all correspondence that comes in via email, and all you have to do is search the support ticket number through your Zendesk account.<\/p>\n

5) Never Argue About Returns<\/h2>\n

All of the above is great, but if you or a staffer argue with customers, especially about returns, they\u2019ll think of your company in an extremely negative light. And with Twitter, Facebook, Yelp, etc. That\u2019s not something any growing business can afford.<\/p>\n

Remember, this is people\u2019s money you\u2019re dealing with, so put yourself in the customers\u2019 shoes. You\u2019re selling your product based on an image on a computer. There are going to be problems. And when there are, friendly, understanding, timely, and efficient resolutions are the ways to keep customers coming back and sending their friends to your web store.<\/p>\n

Bonus tip: Provide Online Chat<\/h2>\n

This tip is definitely for well-established businesses with customers on their site all day, but why else would you be in e-commerce if not to grow and dominate your market? Heck, some of you may already be there.<\/p>\n

An online chat will require a paid solution like LiveChat<\/a> and a staffer to monitor the chat, but once your business gets to a certain point, it\u2019s well worth the investment. 77% of customers agree that online chat positively impacted their experience with the company. You simply can\u2019t get any faster resolution than chatting with your customers in a live, real-time interaction.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Advice and best practices on how to offer great customer service in ecommerce.<\/p>\n","protected":false},"author":69,"featured_media":4986,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_seopress_robots_primary_cat":"none","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","footnotes":""},"categories":[146],"tags":[],"class_list":["post-521","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-open-source-ecommerce"],"acf":[],"_links":{"self":[{"href":"https:\/\/spreecommerce.org\/wp-json\/wp\/v2\/posts\/521","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/spreecommerce.org\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/spreecommerce.org\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/spreecommerce.org\/wp-json\/wp\/v2\/users\/69"}],"replies":[{"embeddable":true,"href":"https:\/\/spreecommerce.org\/wp-json\/wp\/v2\/comments?post=521"}],"version-history":[{"count":0,"href":"https:\/\/spreecommerce.org\/wp-json\/wp\/v2\/posts\/521\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/spreecommerce.org\/wp-json\/wp\/v2\/media\/4986"}],"wp:attachment":[{"href":"https:\/\/spreecommerce.org\/wp-json\/wp\/v2\/media?parent=521"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/spreecommerce.org\/wp-json\/wp\/v2\/categories?post=521"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/spreecommerce.org\/wp-json\/wp\/v2\/tags?post=521"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}