Exceptional eCommerce customer service is crucial if you want your online business to survive. We’ve said time and time again that there is intense competition in eCommerce and that the experience which the customer receives must stand out from competitors as price and product can no longer be a sole differentiator.
Continuously improving your eCommerce customer service allows you to retain customers; positive experiences stay with customers for a long time and encourage them to return. You can’t just provide great customer service now and then though, your level of customer service needs to be improved to a high and consistent standard. You need to provide support through various channels based on your customers’ needs, and they all need to have consistent levels of customer service too.