November 22, 2018

Emily Roberts

4 ways to take charge of e-commerce customer service

Customer service is one of the most important aspects when it comes to building a successful e-commerce store. Unfortunately, it is an area that is often grossly neglected. People tend to rely too much on third-party, impersonal customer service and try to cut costs as much as they can. But bad customer service, especially when it comes to e-commerce, often leaves a sour taste in your clients’ mouth. One bad experience could have a huge effect on how they perceive your brand, even if the quality of your products is top notch. In this article, we’re going to look at a few ways you can enhance your overall customer service experience.

Invest in Good Help Desk Software

If you really want to boost the performance of your customer service department and facilitate interactions with customers, you have to integrate some sort of help desk software. A good IT help desk software solution will allow you to manage things like help tickets and set up a self-service option for clients. Reliable help desk software will also allow you to record chat conversations you had with clients to facilitate follow-ups and cooperation between different members of your team.

Make Sure You Offer 24/7 Support

As an e-commerce website owner, you’re probably already aware of how diverse your clientele can be. You have to be able to accommodate clients, no matter their time zone, so they don’t feel neglected. You should at the very least offer voice support options in case they cannot reach an agent. But the best solution would be to work with a 24-hour answering service to make sure that you can address your clients’ concerns around the clock.

Make Sure that Your Returns Policy is as Clear as Possible

Returns are part of everyday life when you’re running an e-commerce store. But did you know that your returns policy could have a direct influence on your conversion rates? Clients want to know that they’ll be able to return any faulty items or items they’re not satisfied with without having to jump through hurdles. So, make sure that you keep your returns policy as simple as possible and remove any type of legal jargon that might be difficult to understand. You also have to make the return process as seamless as possible as well.

Try to Gauge the Quality of Your Customer Service with Clients

If you want to be able to improve something, you have to be able to measure it first. That’s why you should also be looking for feedback from your clients after interactions. Something as simple as sending follow up surveys to clients could help you identify places where you can improve. Use CSAT ratings to judge the overall quality of your customer service. Measuring your business’s net promoter score will also help judge whether your clients are likely to recommend your products or services to others.


Improving your customer service all boils down to identifying problem areas and using the right solutions. Make sure that you use the few tips in this article if you want to leave your clients with a positive impression of your business.