April 10, 2024

Top 4 ECommerce Customer Service Best Practices to Follow

5 min read
ecommerce customer service

Excellent customer service in eCommerce is one of the key factors that helps an online business to grow. It involves giving support to customers throughout their purchasing journey. The team running the business must help customers make an informed purchase decision. Most customers will look for another option if they feel dissatisfied with the online store. 

In today’s fast-paced online shopping-oriented world, customer satisfaction takes the biggest percentage of business growth. Not providing a high-standard service ruins their experience, and they quit the site and look for the product or service elsewhere. It calls for ecommerce entrepreneurs to understand the best customer service practices, implement them successfully and execute them as per pre-set plans. 

Create strong customer self-help strategies

Happy customers build a strong relationship with an online brand. The store owner should view the online store as though it was the customer viewing it. That way, they will be able to create products and applications that meet every customer’s needs. Self-service In eCommerce allows people to search and find answers by themselves. It saves them the struggle of contacting the store owner and waiting for answers. 

The greatest feature of self-service is investing in technology and applications. Headless eCommerce is important when designing self-service strategies in online business. It allows developers to create advanced applications that help solve many customer questions without the need to seek help. The technology enables the creation of a super-fast website to improve user experience. 

You can click here to access information that will help you understand what headless commerce is, its benefits, and how it works. Headless technology decouples the front end from the back end, which gives developers the flexibility to create better catalogs that improve the purchase decision-making process. 

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The website’s content in various forms like text tutorials, videos and infographics guide customers on how to do tasks such as installing software, using an electronic gadget, servicing a gadget, and so on. Another way is to allow users to create content that informs other users about their experience with a specific product. 

Provide consistent customer service

In eCommerce, service determines if a business gains new customers and sustains the existing ones. They demand consistent service quality every time they visit a specific online store. An eCommerce may have the best product and use the latest technologies, such as headless eCommerce. If the customer service quality provided by the business is not inconsistent, they will not give value to the products.

Different strategies will ensure an online business maintains consistent, quality customer service. The business owner and his team should know their products. The workers or owners cannot answer questions about products if they don’t know them and understand how they work. Every worker should always display the right attitude when replying to calls, messages, emails, or video calls. A negative attitude will drive them away. 

The time taken to respond to queries matters a lot in eCommerce. A customer should not wait for half an hour to get a response. Responses to any query should be instant or within a reasonable time. Different strategies will help an online business person measure customer satisfaction. 

One of the key methods is to consistently get feedback from them. Immediately after shopping, the customer should be able to answer a few questions about their shopping experience. After receiving their shipment, there should be a way to help them give feedback. 

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Keep the online store organized

A business owner should view their business like a physical store to understand better what it means to get organized. In a physical store, goods are arranged according to categories. There is enough space to walk in between and to shop comfortably. A worker’s desk stays organized with files kept nicely on one side, pens on another, and so on. 

The website creation process is crucial in keeping an online store organized. The products should be displayed in categories to help visitors navigate with ease. The products displayed should match their respective links. The visitors should not be surprised when they click a link and the product displayed is entirely different from what they expected. 

The items that sell most should be on the first page of the website. There should be a reasonable balance between text and visual content. User buttons should be well arranged to allow quick navigation on any page. Many modern websites have all their buttons on a single page. 

It is poor customer service when a customer begins searching on the website to find out where the cart is or the payment buttons. Once the customer adds a product to the cart, the next button to click should display immediately. This helps the customer click on next with ease once they are through with shopping. 

Use a multichannel approach

Most people use multiple channels when shopping online. They also make requests and communicate through different channels. The online business owner should be able to reach consumers regardless of which channel they use to connect online. Customers will become loyal to a business that they can connect with regardless of the platform they are using. 

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For example, there are about 17 high-performing social media platforms on the internet. From them, just 3 or 4 are the platforms which have billions of users. The business person should make sure the business is present in every channel. Another example is search engines used by people. 

There are currently about 20 search engines used daily by potential customers all over the world. There are also about five main browsers used to do millions of searches daily. Online business should be available on all these channels and platforms. 

If during a search a customer remembers a certain product they need to check from the online store, they should not switch browsers or channels to search for it. They should use the same channel to access the website. If they use a smartphone to browse and needs to check a product, they should not switch to a laptop or desktop to access the store. 


Customer satisfaction plays an important role in the success of eCommerce. Satisfied customers will remain loyal to the business and refer new ones. To give consistent service that ensures satisfaction, the business person should focus on customer service best practices. They should create a well-organized website for ease of navigation. There should be an elaborate self-service plan, and the business team should deliver real-time answers to all queries. The business must be present in every channel or platform used by them. 

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