Success Center

Find tips and best practices for making awesome service your secret ingredient.

7 ways to provide exceptional customer service for ecommerce

Exceptional customer service is essential for customer satisfaction and retention, as well as profitability in the retail industry. Having a well-defined customer service strategy in place can no longer be an afterthought. Here are seven ways online retailers and ecommerce companies can provide world-class customer service.

Infographic: The true cost of bad customer service.

In this infographic we outline the seven ways that small ecommerce businesses can provide awesome customer service for their customers:

  1. Offer multichannel support: 9 out of 10 customers expect to receive a consistent experience over multiple channels.
  2. Listen on social media: 78% of customers believe that social media will be the next tier of customer service.
  3. Track all customer interactions.
  4. Create a support center for customers: 90% of customers go to a company’s website before calling or emailing you.
  5. Provide online chat: 77% of customers agreed that online chat positively influenced their attitude about the retailer.
  6. Focus on timely responses: 84% of customers that reported being either likely or very likely to do business with a company if it responded via phone in less than a minute.
  7. Deliver a WOW experience like our WOW support team does on a daily basis for our customers.

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