{"id":1373,"date":"2020-07-23T06:15:12","date_gmt":"2020-07-23T06:15:12","guid":{"rendered":"https:\/\/botsify.com\/blog\/?p=1373"},"modified":"2026-01-19T06:46:12","modified_gmt":"2026-01-19T06:46:12","slug":"customer-service-of-your-ecommerce-business","status":"publish","type":"post","link":"https:\/\/botsify.com\/blog\/customer-service-of-your-ecommerce-business\/","title":{"rendered":"How to perfect the customer service of your ecommerce business"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">How you treat your customers can make or break your business. The power of customer service is irrefutable, and a business that offers good customer service is more likely to succeed. In fact, 93% of customers are likely to make repeat purchases from businesses that provide excellent customer service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customer service helps you build trust and determines how people view your business, which is especially important in the eCommerce world. Since you don\u2019t have a physical store in which you can make a good impression, you have to rely on your customer service reps.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you want it to be perfect, you need to know a few useful tips.<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_69_1 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title ez-toc-toggle\" style=\"cursor:pointer\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #fee22e;color:#fee22e\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #fee22e;color:#fee22e\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/botsify.com\/blog\/customer-service-of-your-ecommerce-business\/#Use_live_chat\" title=\"Use live chat\">Use live chat<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/botsify.com\/blog\/customer-service-of-your-ecommerce-business\/#Implement_videos\" title=\"Implement videos\">Implement videos<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/botsify.com\/blog\/customer-service-of-your-ecommerce-business\/#Have_a_presence_on_social_media\" title=\"Have a presence on social media\">Have a presence on social media<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/botsify.com\/blog\/customer-service-of-your-ecommerce-business\/#Know_how_to_finish_a_conversation\" title=\"Know how to finish a conversation\">Know how to finish a conversation<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/botsify.com\/blog\/customer-service-of-your-ecommerce-business\/#Final_thoughts\" title=\"Final thoughts\">Final thoughts<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Use_live_chat\"><\/span><span style=\"font-weight: 400;\">Use live chat<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" class=\" wp-image-1377 aligncenter\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/07\/computer-1185626_960_720-300x200.jpg\" alt=\"live chat\" width=\"742\" height=\"495\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/07\/computer-1185626_960_720-300x200.jpg 300w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/07\/computer-1185626_960_720-768x511.jpg 768w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/07\/computer-1185626_960_720.jpg 960w\" sizes=\"(max-width: 742px) 100vw, 742px\" \/><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">Source: <\/span><span style=\"font-weight: 400;\">\u00a0<\/span><a href=\"https:\/\/pixabay.com\/?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=image&amp;utm_content=1185626\"><span style=\"font-weight: 400;\">Pixabay<\/span><\/a><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">One of the most important aspects of <a href=\"https:\/\/supportyourapp.com\/ecommerce-customer-service-outsourcing\/\" target=\"_blank\" rel=\"noopener\">customer support for ecommerce<\/a> is availability, as customers need to be able to reach you 24\/7. According to<\/span><a href=\"https:\/\/www.ltvplus.com\/live-chat\/live-chat-statistics-insights-to-help-you-succeed-in-2020\/\"> <span style=\"font-weight: 400;\">live chat stats<\/span><\/a><span style=\"font-weight: 400;\">, 51% of consumers wish businesses were available all the time and more than one-third of consumers expect to see a live chat feature on a company\u2019s website.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With live chat, customers can immediately get answers to their questions about your products and services at any time. Additionally, your customer support team will be able to be more productive and handle multiple conversations at the same time thanks to the software\u2019s numerous tools.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Some benefits of live chat include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>Building rapport with customers<\/b><span style=\"font-weight: 400;\">. When connected via live chat, agents can observe how the customer behaves and the tone they use to find the most appropriate style of communication. That way, the agents can build rapport and establish friendly relationships with all customers.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Having access to all information<\/b><span style=\"font-weight: 400;\">. Most customers who contact your business expect your agents to know all the important details about them. Live chat provides agents with all relevant details such as the customer\u2019s support and purchase history as well as their personal information.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Having an advantage over competitors<\/b><span style=\"font-weight: 400;\">. Even though live chat is very useful, not many companies use it. If you do, a customer who is trying to decide between your business and a competitor will choose you because you can answer their questions immediately.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Increasing customer engagement<\/b><span style=\"font-weight: 400;\">. People want to be able to communicate with a business through multiple channels. Some customers don\u2019t like to use email and telephone support because they want instant support, so live chat is the perfect solution.<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Implement_videos\"><\/span><span style=\"font-weight: 400;\">Implement videos<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" class=\" wp-image-1374 aligncenter\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/07\/youtube-1684601_960_720-300x208.png\" alt=\"YouTube\" width=\"670\" height=\"462\" \/><\/p>\n<p><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">Source: <\/span><a href=\"https:\/\/pixabay.com\/users\/200degrees-2051452\/?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=image&amp;utm_content=1684601\"><span style=\"font-weight: 400;\">200 Degrees<\/span><\/a><span style=\"font-weight: 400;\"> from <\/span><a href=\"https:\/\/pixabay.com\/?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=image&amp;utm_content=1684601\"><span style=\"font-weight: 400;\">Pixabay<\/span><\/a><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customer service doesn\u2019t necessarily have to consist of an agent directly communicating with a customer. Some customers want answers but don\u2019t want to reach out to an agent or aren\u2019t able to do so due to communication or technical difficulties.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">No matter how good your customer service communication channels are, things such as dropped telephone connections and a faulty internet connection can always happen.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you want to make sure your customers always have an answer to the most commonly asked questions, you can provide them with those answers in an original way \u2013 through video.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Videos are a great way to provide customers with quick and non-robotic service. What\u2019s even better, you can create these videos yourself with an<\/span><a href=\"https:\/\/wave.video\/blog\/10-best-online-video-makers\/\"> <span style=\"font-weight: 400;\">online video maker<\/span><\/a><span style=\"font-weight: 400;\">. It will allow you to make <a href=\"https:\/\/www.veed.io\/create\">creative and engaging videos<\/a> in a very simple way.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here is what you can expect if you use videos for customer service:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>Enhanced customer experience. <\/b><span style=\"font-weight: 400;\">Videos provide support to customers as soon as they visit your website. No matter what time it is or how many people are watching the same video, every customer will be able to get their answer without taking up the time of a customer service agent.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Multi-language support<\/b><span style=\"font-weight: 400;\">. When you upload a video, you can do it in any language and also include subtitles so you can provide service to customers from all over the world.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Lower costs<\/b><span style=\"font-weight: 400;\">. It\u2019s much less expensive to create videos that answer the most frequently asked questions than to answer those same questions multiple times every day. Repeat customer calls take up agents\u2019 time as well, so it\u2019s better for them to use their time answering more complicated questions.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Clearer instruction. <\/b><span style=\"font-weight: 400;\">Customers who reach out because they want to understand how your products are used will receive much better instructions from a video than an agent. Videos that show a step-by-step process are much clearer and more engaging.\u00a0\u00a0<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Have_a_presence_on_social_media\"><\/span><span style=\"font-weight: 400;\">Have a presence on social media<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\"><img loading=\"lazy\" decoding=\"async\" class=\" wp-image-1375 aligncenter\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/07\/Annotation-2020-07-23-105333-300x179.jpg\" alt=\"SMS\" width=\"788\" height=\"469\" \/><\/span><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">Source: <\/span><a href=\"https:\/\/pixabay.com\/users\/FirmBee-663163\/?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=image&amp;utm_content=763731\"><span style=\"font-weight: 400;\">William Iven<\/span><\/a><span style=\"font-weight: 400;\"> from <\/span><a href=\"https:\/\/pixabay.com\/?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=image&amp;utm_content=763731\"><span style=\"font-weight: 400;\">Pixabay<\/span><\/a><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A social media presence is something customers expect from businesses nowadays. It\u2019s a great tool to stay in contact with your customers and gives you many<\/span><a href=\"https:\/\/botsify.com\/blog\/ways-to-boost-customer-service-using-social-media\/\"> <span style=\"font-weight: 400;\">ways to boost your customer service<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">How you act on social media is very important, as 71% of customers who have had a positive experience with a brand on social media are likely to recommend the brand to their friends and family. So, not only is social media important for customer satisfaction, but also customer acquisition.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Once you create profiles on multiple social media platforms, make sure to let all of your customers know you\u2019re available to them there, as well. Most communication with customers on these platforms will happen via comments, and you need to know how to respond to each type of comment:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>Questions about products<\/b><span style=\"font-weight: 400;\">. Whenever someone leaves a comment where they have any type of question or concern, make sure to reply to it as quickly as possible.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Positive reviews<\/b><span style=\"font-weight: 400;\">. Reviews are a great type of social proof and you should always encourage them. When a customer leaves a comment saying they\u2019re satisfied, write a reply that shows gratitude and appreciation for their business.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Negative reviews<\/b><span style=\"font-weight: 400;\">. Unfortunately, not everyone will be satisfied with your business and sometimes frustrated customers will leave bad reviews on your pages. When this happens, don\u2019t ignore them. Instead, reply that you want to resolve the issue and show you\u2019re willing to fix any problem.<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Know_how_to_finish_a_conversation\"><\/span><span style=\"font-weight: 400;\">Know how to finish a conversation<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\"><img loading=\"lazy\" decoding=\"async\" class=\" wp-image-1376 aligncenter\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/07\/good-bye-1430149_960_720-300x300.png\" alt=\"bye sms\" width=\"542\" height=\"542\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/07\/good-bye-1430149_960_720-300x300.png 300w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/07\/good-bye-1430149_960_720-150x150.png 150w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/07\/good-bye-1430149_960_720.png 720w\" sizes=\"(max-width: 542px) 100vw, 542px\" \/><\/span><span style=\"font-weight: 400;\">Source: <a href=\"https:\/\/pixabay.com\/users\/Maklay62-182851\/?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=image&amp;utm_content=1430149\">S K<\/a><\/span><span style=\"font-weight: 400;\"> from <\/span><a href=\"https:\/\/pixabay.com\/?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=image&amp;utm_content=1430149\"><span style=\"font-weight: 400;\">Pixabay<\/span><\/a><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While it is important to keep customer support lines open as much as possible, agents should never abruptly end their conversation with one customer to answer a new call. If you don\u2019t have a proper conclusion with a customer, this comes off as rude and disrespectful.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Leaving a couple of minutes at the end of a conversation to wrap everything up can improve the customer\u2019s overall experience. Make sure to ask them if they need assistance with anything else and urge them to call in the future if they have any more questions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Additionally, ask them for feedback to measure their customer satisfaction score. You can do it with simple questions such as \u201cHow satisfied were you with the service you received?\u201d or just ask them to fill out a survey or questionnaire.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This kind of feedback is important because it gives you valuable insight into what aspects of your customer service are working and if any of them need to be improved.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And finally, don\u2019t forget to thank the customer for their call, as a little gratitude can go a long way.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Final_thoughts\"><\/span><span style=\"font-weight: 400;\">Final thoughts<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">There are many different things that can make a business successful. However, the one thing that\u2019s certain is that without satisfied customers, you would never be able to make a profit.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">No matter how hard you work on marketing, in the end, you need to have great customer service that will help you finalize sales, keep existing customers happy, and attract new ones.<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>How you treat your customers can make or break your business. The power of customer service is irrefutable, and a business that offers good customer &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/botsify.com\/blog\/customer-service-of-your-ecommerce-business\/\"> <span class=\"screen-reader-text\">How to perfect the customer service of your ecommerce business<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":43,"featured_media":1382,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[9],"tags":[23,85],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to perfect customer service of your ecommerce success<\/title>\n<meta name=\"description\" content=\"Learn how to perfect customer service in your ecommerce store to boost satisfaction, strengthen loyalty, and drive long-term business growth\" \/>\n<meta name=\"robots\" content=\"index, follow, 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