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What is ecommerce customer service?

Ecommerce customer service (sometimes spelled e-commerce customers service) is a strategy for providing customer service to customers on online stores. When retailers invest in improving their ecommerce customer service, delivered via a call center, live chat, or other channels, they tend to be rewarded with more loyal customers, better conversion rates, and an advantage over their competitors.

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A different approach to ecommerce customer support

Approach 1

Since the experience of online shopping has some fundamental differences to brick and mortar stores, online retailers must approach customer service slightly differently. One of the key differences involves customer context.

Approach 2

Online shopping does not provide these types of visual clues, so when online retailers want to provide ecommerce customer service they must take a different approach.

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Happy shoppers with ecommerce customer service

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