June 3, 2022
Customer Service in Ecommerce: How to Enhance Customer Acquisition & Retention

The Ecommerce customer service market has been growing for decades. The current Covid-19 pandemic has further boosted online shopping. Today, it plays a much bigger role in more people’s lives than ever before. 

Ecommerce customer service businesses will benefit from this, of course. They shouldn’t, however, take their success for granted. The niche is still dominated by stiff competition. Customer engagement ideas and strategies remain essential to win over customers from your competitors.

Providing outstanding customer service is even more important. Ecommerce customer service have exacting standards. The quality of your customer service, support, and other aspects that contribute to the user experience matters if you don’t provide it. A customer will look elsewhere if that is the case. 

How can online stores ensure top-notch customer service? If you read more, you will learn more. Additionally, brick-and-mortar and ecommerce customer service will be discussed. We will provide tips on how to improve customer service for online businesses.   

What Is The Best Way For Online Businesses To Handle Customer Service?  

Several technological advances have changed how we shop. Online shopping has increased due to the proliferation of smartphones, 4G, and even 5G. Ecommerce customer service caters to this new market of consumers.  Ecommerce customer service assists brands with the customer journey. The support process includes everything from social media to post-sale support and FAQs to helpdesks. 

Excellent customer service is essential for every Ecommerce customer service business. That means providing a seamless shopping experience. That also means communicating consistently across various channels. The only way a brand can succeed in ecommerce is to prioritize customer service. Only consistent customer service can result in customer satisfaction. 

What Are the Differences Between Ecommerce Customer Service and Brick-and-Mortar Customer Service? 

In one word, we can say that Ecommerce customer service is different from traditional customer service. Technology. The truth is complicated, but technology plays a huge role. Many shoppers complete their entire purchase journey online. Brands lack face-to-face interaction with their customers. Brick-and-mortar retailers rely on those to survive. 

It makes sense. Retailers can build rapport through direct contact. Offering personalized service and creating loyal customers makes sense.  Ecommerce customer service brands can replicate the same. Fortunately, a variety of solutions now exist that make it possible:

  • Chat software that provides real-time interaction between advisors and customers.
  • Improved call handling software to speed up call center operations.
  • Self-service customer support via chatbots.
  •  Automate time-consuming data entry, analysis, and other processes using artificial intelligence. Consequently, you allow your customer service team to focus on consumer-facing tasks. 

There is much more to the tech world. Brands also face unique challenges due to the digital nature of the ecommerce experience. These include:

  • Higher volumes of customer inquiries. 
  • Standards set by ecommerce giants such as Amazon have raised consumer expectations. 
  • A multichannel environment requires excellent customer service and fast response times. 

How can Ecommerce customer service companies meet these demands? Using technology builds trust and loyalty among a customer base they have never met.  

Customer Service Doesn’t Have to Be Expensive.

To Build Trust Online, brands need to engage consumers in various ways. Ecommerce customer service will only be loyal if brands engage them in various ways. Only by engaging them in different ways can brands keep customers coming back. 

Personalization is crucial to building trust in the digital world. Personalization is part of what makes face-to-face service so effective. Shop assistants give you their full attention when they speak to you in person. That shows you how much the store values your business.

Your Ecommerce customer service must emulate this feeling to gain a competitive advantage. More than a quarter of consumers desire more personalized shopping experiences. Examples include personalized emails and personal customer accounts. 

One step further is seamless omnichannel customer service. We’ll discuss that more in a moment. The Ecommerce customer service team plays a crucial role in building trust and delivering great service. A consistent level of customer support is essential. 

It takes only one bad day to impact the entire experience. It is possible to lose a customer forever if one bad day impacts the entire experience. An ineffective interaction won’t go unnoticed, either. The smartest ecommerce firms provide customer service online courses to their staff. The courses enable them to develop soft skills to build trust and relationships. That is in addition to honing more practical skills. 

How to Choose a Customer Service Channel?

Providing Ecommerce customer service online requires meeting consumers at their convenience. Many customers use multiple communication channels today. Additionally, brands should maintain a presence across all outlets. They should also utilize each outlet effectively. 

Social Media.

Social media are ubiquitous unless you’ve been living under a rock for ten years. It’s no longer a domain for funny videos and sarcastic comments. It’s somewhere consumers expect brands too frequent.

Run and check your accounts on the networks most popular with your audience. You might use Facebook or even a more modern video platform. Engaging customers using their preferred channels shows you care, thereby building trust.  


The temptation is to think that email has been replaced by social media or instant messaging. Online stores still rely heavily on it to communicate with customers. In many cases, though, they expect to receive responses as quickly as on other, more immediate platforms. 

To prevent this, keep your inbox under tight control. However, don’t ignore personalization in favor of speed. We shouldn’t respond to requests and inquiries with unambiguous template messages. It doesn’t matter if the question is one of the most common ones you receive. 

Live Chat.

Customer service via live chat is becoming increasingly prevalent among online retailers. Online shoppers appreciate instant assistance. Your ability to provide this service can help you retain potential customers who might otherwise abandon your site. 

However, not every company has a chat agent available 24 hours a day. Live chat is still an important part of any site, though. Below is an example of a live chat feature from a clothing company. When available, customers can contact Ecommerce customer service through the live chat feature. Customers may also leave a message that is responded to when an agent is available. 

Contact By Telephone.

Although more support channels are available, you cannot neglect telephone support. Ecommerce customer service are still more likely to contact companies via phone. 

Make sure your website includes a phone number. You can also use CTI software to integrate telephone support better. You can add information from your phone calls to your CRM and other systems.   

Blog Content.  

The purpose of an ecommerce blog may seem to be acquiring customers. Content and video marketing can be done via it, of course. Self-service customer support is also greatly enhanced by this tool. 

Provide existing and potential customers with useful content on your blog. A prime example is the type of content featured on the Lark blog. Your product should be the focus of your questions. The pain points your target audience can ease with their help. Similar content can also be shared using knowledge bases.  

7 Tips For Building Customer Service For Your Ecommerce Business 

The components of Ecommerce customer service have been discussed. The channels you need to use are also clear to you. What are the best ways to create a truly competitive customer experience? Below are seven tips that are both impactful and straightforward.  

Develop A Robust Omnichannel Strategy.

Meeting customers where they are has been discussed. Multichannel customer support is based on that principle. When consumers shop, they hop between channels 73% of the time. Take things to the next level today. Your best option would be to adopt an omnichannel approach. 

A seamless Ecommerce customer service experience is what omnichannel support is all about. The service you provide must be consistent (and excellent). Therefore, you must integrate and unify your communication channels. Using one frictionless system, you’ll be able to manage your VoIP phone, email accounts, helpdesk software, and more. Therefore, any contact from a customer is immediately acknowledged. They don’t need to repeat previous interactions conducted via email and are now contacting you via phone. That solution eases consumer frustration.  

Develop A Great Customer Service Team.

The importance of technology in ecommerce customer service has been discussed a lot. However, it is still important to build customer relationships to offer the best support at the end of the day. Customer service teams must be of high quality to accomplish this.

It is important to hire the right people. There are, however, three principal aspects to consider:

  • Provide training and upskilling – Train your employees on how to deliver what you expectYour team can be trained in customer service best practices through courses and seminars. A product-specific training course may also be of interest to you. Then, your agents will know your lines like the back of their hands. 
  • Processes and systems – Your team’s framework are equally important. The implementation of processes that lead to excellent customer service is your responsibility. 
  • Tools – Bad workers may blame their tools, but it’s harder to do your job well with inappropriate equipment. The best tools for customer service will benefit your staff. We will suggest a few examples shortly. 

Always Be Consistent. 

The recipient will likely return to you if you provide a great customer experience. The next time you fail to match the level of customer service, you may lose the customer for good.

Maintain the highest standards at every customer interaction. Be consistent throughout the process. The consistency of customer service is simple to understand strategy. Putting it into practice, however, can be challenging. 

Listen To Your Customers.

Brands often overlook Ecommerce customer service because they do not know what it looks like. They do not understand the target audience and its domains. Asking may be the best solution. 

Any ecommerce business would benefit greatly from customer feedback. The opinions of your customers are valuable. If you have any issues or are doing well, they can flag them up. 

Customers are better served by asking for feedback. Taking action on it is the second and more crucial step. Solve problems your customers report. Afterward, show that you have done so to the reporters and others.  

Make Your Response Time Faster.

There is an increasing emphasis on instant gratification in the modern world. As a general rule, people no longer have the patience they once did. Customer service is certainly a case in point. The consumer demands shorter response times across all channels. 

Social media and live chat support are most popular with consumers. A long wait for an email or phone support will also not be tolerated. You must improve your response time across the board to provide superior support. 

Assist At Every Step.

Ecommerce customer service was discussed right at the beginning. Supporting a customer throughout their journey was what we explained. It means assisting you throughout the process. When a client contacts you post-purchase, it does no good to excel. 

Whenever a potential customer visits your site, you should be prepared to assist them. The chatbot may show them the desired product via a chat feature. If they have any objections, they may discuss them via live chat.

It is, therefore, essential that your shopping cart and checkout process are intuitive and easy to use. After making a purchase, you should also send a confirmation email. And last but not least, be ready to help with deliveries and fulfillment after the sale. You can extend the customer lifecycle by providing excellent customer service.  

Clarify Shipping Policies And Return Policies.

Shipping and return policies are also crucial when it comes to deliveries. The key here is transparency above all else. Most customers will accept that moving goods costs money and takes time. 

It’s unacceptable to feel misled about how long they have to wait or how much they have to pay. It is important to make your policies clear and visible:

  • The time it takes to process an order.
  • Shipping options and delivery times.
  • The cost of those delivery options. 
  • Weekend shipping approach. 
  • Additional fees, taxes, or duties. 
  • Special or unusual addresses (such as PO boxes or armed forces deliveries) should be considered.

The Executive Summary 

The customer never meets you in person in online retail. We often overlook that, but it’s obvious. We should remember that, nonetheless. Ecommerce customer service is a unique discipline. 

Providing excellent Ecommerce customer service means meeting your customers on their terms. A good old-fashioned personal approach would be ideal. Give your customers the feeling that they are more important than anyone else. Managing this is half the battle. I hope you found some inspiration above in the tips and tools above.  



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