{"id":1969,"date":"2020-10-14T05:09:37","date_gmt":"2020-10-14T05:09:37","guid":{"rendered":"https:\/\/botsify.com\/blog\/?p=1969"},"modified":"2025-07-30T12:34:37","modified_gmt":"2025-07-30T12:34:37","slug":"ecommerce-stores-for-customer-service","status":"publish","type":"post","link":"https:\/\/botsify.com\/blog\/ecommerce-stores-for-customer-service\/","title":{"rendered":"What ecommerce stores get wrong about customer service"},"content":{"rendered":"<figure id=\"attachment_1972\" aria-describedby=\"caption-attachment-1972\" style=\"width: 545px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1972\" src=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/10\/image1-300x200.jpg\" alt=\"What Ecommerce Stores Get Wrong About Customer Service\" width=\"545\" height=\"364\" srcset=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/10\/image1-300x200.jpg 300w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/10\/image1-1024x683.jpg 1024w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/10\/image1-768x512.jpg 768w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/10\/image1-1536x1024.jpg 1536w, https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/10\/image1.jpg 1600w\" sizes=\"(max-width: 545px) 100vw, 545px\" \/><figcaption id=\"caption-attachment-1972\" class=\"wp-caption-text\">Image: Pexels<\/figcaption><\/figure>\n<p><span style=\"font-weight: 400;\">Customer service is key to establishing and growing a successful retail business, but for e-commerce stores, there are limited opportunities for interactions between customers and members of your team so it\u2019s even more important to provide an amazing service even when there\u2019s a problem.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In this post, we take a look at some of the main things that eCommerce stores get wrong when it comes to customer service and how to avoid them:\u00a0<\/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\/ecommerce-stores-for-customer-service\/#Making_contact_details_hard_to_find\" title=\"Making contact details hard to find\">Making contact details hard to find<\/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\/ecommerce-stores-for-customer-service\/#Responding_too_slowly\" title=\"Responding too slowly\">Responding too slowly<\/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\/ecommerce-stores-for-customer-service\/#Disorganized_customer_records\" title=\"Disorganized customer records\u00a0\">Disorganized customer records\u00a0<\/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\/ecommerce-stores-for-customer-service\/#Making_it_difficult_to_return_an_order\" title=\"Making it difficult to return an order\">Making it difficult to return an order<\/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\/ecommerce-stores-for-customer-service\/#Neglecting_your_most_loyal_customers\" title=\"Neglecting your most loyal customers\">Neglecting your most loyal customers<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/botsify.com\/blog\/ecommerce-stores-for-customer-service\/#Arguing_with_customers\" title=\"Arguing with customers\">Arguing with customers<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/botsify.com\/blog\/ecommerce-stores-for-customer-service\/#Ignoring_customers_on_social_media\" title=\"Ignoring customers on social media\u00a0\">Ignoring customers on social media\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/botsify.com\/blog\/ecommerce-stores-for-customer-service\/#Not_learning_from_customer_service_complaints\" title=\"Not learning from customer service complaints\u00a0\">Not learning from customer service complaints\u00a0<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Making_contact_details_hard_to_find\"><\/span><span style=\"font-weight: 400;\">Making contact details hard to find<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The first mistake that most eCommerce stores make with their customer service is making it impossible to get in touch with them at all. Whatever the size of your team it\u2019s important that someone is responsible for your customer service and you make it easy for your customers to reach you.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If your contact details are buried or you\u2019re only available on the phone for one hour a day it makes a business seem untrustworthy. Shoppers will be put off by the lack of transparency and communication when they do have a problem and unlikely to make another purchase.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Display your contact details and working hours clearly on your website, social media profiles, and at the bottom of any emails. And offer multiple ways for customers to get in touch \u2014 via email, phone, live chat on your site, and even social media if you think you can monitor it reliably.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When someone does contact you, give them an estimated response time and direct them to your FAQ page so that they might be able to resolve the problem themselves. Taking these steps will reduce your customers\u2019 frustration and stop them from sending multiple customer support messages.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Responding_too_slowly\"><\/span><span style=\"font-weight: 400;\">Responding too slowly<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">While it\u2019s important to be flexible in how customers can get in touch, you also need to keep on top of all your customer service channels. If a store takes too long to reply, customers are going to feel like they\u2019re being ignored and unvalued; they\u2019ll be more likely to share their complaints with others or go elsewhere and not return to your store.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ensure you always have at least one of two people who are responsible for checking all customer service messages at least once a day. And <\/span><a href=\"https:\/\/blog.hubspot.com\/service\/canned-responses\"><span style=\"font-weight: 400;\">set up an automated response<\/span><\/a><span style=\"font-weight: 400;\"> that acknowledges someone&#8217;s message and informs them that you\u2019re looking into the matter and will respond ideally within 24 hours.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Disorganized_customer_records\"><\/span><span style=\"font-weight: 400;\">Disorganized customer records\u00a0<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">When an eCommerce store first launches it\u2019s often easy to deal with everything on an Adhoc basis. But when it comes to customer service this is a huge mistake. It\u2019s essential to start keeping clear records of your interactions with customers right from the beginning. It\u2019ll help you to provide useful responses with customers that you\u2019ve spoken to before and will help to develop a relationship.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/thecxlead.com\/tools\/best-customer-service-software\/\">Customer service software<\/a> can be used to <\/span><a href=\"https:\/\/www.zendesk.co.uk\/support\/features\/customer-service-management-software\/\"><span style=\"font-weight: 400;\">keep track of communication channels<\/span><\/a><span style=\"font-weight: 400;\"> by using a ticket system to pull all your messages into one inbox. Your customer service team will be able to assign tickets and see details of the customer\u2019s previous conversations and their account.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Making_it_difficult_to_return_an_order\"><\/span><span style=\"font-weight: 400;\">Making it difficult to return an order<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">As frustrating as they are, returns are always going to happen when you\u2019re running an eCommerce store. And while it might be tempting to bury your returns policy deep in your terms and conditions, give a short returns window, or just generally make it as complicated as possible to return an item \u2014 this isn\u2019t going to work. In fact, you\u2019ll put a lot of shoppers off placing an order in the first place, and those that do will have a bad experience and won\u2019t return.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Treat returns as an opportunity to impress your customers, give them excellent service and they\u2019ll probably return and recommend your store to others. Offer a generous returns time frame, at least 30 days, if not more. Offer shoppers multiple options to send items back through different couriers, pick up and drop off locations. And provide returns labels with the order or the option to print a label off at the drop off point.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Neglecting_your_most_loyal_customers\"><\/span><span style=\"font-weight: 400;\">Neglecting your most loyal customers<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The customers that have problems and issues are going to be the most vocal and take up most of your time and attention. But it\u2019s important not to neglect your loyal customers who keep coming back to your store.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Acknowledge loyal customers with personalized messages, offers, and discounts, and invite them to exclusive sales or product previews. You could also set up a rewards program for more long term engagement with your best customers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Recognizing their loyalty will help develop an even stronger relationship with your brand and also help you to <\/span><a href=\"https:\/\/www.shopify.com\/retail\/10-ideas-to-help-retailers-reach-new-audiences-and-new-customers\"><span style=\"font-weight: 400;\">reach new audiences<\/span><\/a><span style=\"font-weight: 400;\"> as they\u2019ll be likely to share and recommend your store to others. Even in the digital age, word of mouth recommendations are the most trusted source of information about products and services.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Arguing_with_customers\"><\/span><span style=\"font-weight: 400;\">Arguing with customers<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Sometimes customers are in the wrong, or sometimes they complain about a problem completely outside of your control. But the worst thing an eCommerce store can do is argue back with a customer or try to shift the blame. The <\/span><a href=\"https:\/\/botsify.com\/blog\/customer-support-2\/\"><span style=\"font-weight: 400;\">main priority for customer service<\/span><\/a><span style=\"font-weight: 400;\"> always has to be to keep the customer happy.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Proving customers wrong when they\u2019re already annoyed or disappointed with their experience is just going to make matters worse. Try to always be flexible when handling an issue and take a reasonable approach whenever possible. Avoid blaming anyone for issues, apologize, and do everything you can to fix the situation. Give each member of the team the ability to give a bit of leeway with a return that\u2019s a day late or offer a discount or refund for damaged products.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Ignoring_customers_on_social_media\"><\/span><span style=\"font-weight: 400;\">Ignoring customers on social media\u00a0<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Regardless of whether or not you intend for your social media channels to be used as support channels, you\u2019re going to get comments and messages from your customers through them. Ignoring any questions and complaints on social media won\u2019t just annoy that customer, it will also look really bad for other potential customers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Put a process in place for handling issues on social media. Ensure someone checks your messages, comments, mentions, and other interactions once a day. And outline a template response that includes an apology and explains that you\u2019ll message the person directly to resolve the problem.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Not_learning_from_customer_service_complaints\"><\/span><span style=\"font-weight: 400;\">Not learning from customer service complaints\u00a0<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">For each complaint you receive or issue you\u2019re made aware of, there are probably many shoppers who didn\u2019t bother to get in touch and gave up on your store. It\u2019s important that your customer service issues aren\u2019t just dealt with and resolved on an individual basis. They are an opportunity to improve your customer experience and increase sales.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Set up a system to pass on any feedback that needs action to be taken beyond resolving the issue for that particular customer. And once a month review all customer service messages to track common topics and issues. Use this as feedback to improve your products, how your website works, your product descriptions and photos, or add to your FAQs page.\u00a0<\/span><\/p>\n<p><b><i>The main areas where eCommerce stores get customer service wrong. The focus always needs to be on providing customers with the best possible experience; so respond quickly, be flexible, and do everything possible to resolve the problem.<\/i><\/b><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer service is key to establishing and growing a successful retail business, but for e-commerce stores, there are limited opportunities for interactions between customers and &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/botsify.com\/blog\/ecommerce-stores-for-customer-service\/\"> <span class=\"screen-reader-text\">What ecommerce stores get wrong about customer service<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":50,"featured_media":1977,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[73],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What ecommerce stores get wrong regarding customer service<\/title>\n<meta name=\"description\" content=\"Many ecommerce brands fail to deliver great customer service. Here\u2019s what they get wrong and how to improve satisfaction and loyalty quick\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/botsify.com\/blog\/ecommerce-stores-for-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What ecommerce stores get wrong regarding customer service\" \/>\n<meta property=\"og:description\" content=\"Many ecommerce brands fail to deliver great customer service. Here\u2019s what they get wrong and how to improve satisfaction and loyalty quick\" \/>\n<meta property=\"og:url\" content=\"https:\/\/botsify.com\/blog\/ecommerce-stores-for-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Botsify\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/botsifyapp\" \/>\n<meta property=\"article:published_time\" content=\"2020-10-14T05:09:37+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-07-30T12:34:37+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/10\/e-commerce-01.png\" \/>\n\t<meta property=\"og:image:width\" content=\"4267\" \/>\n\t<meta property=\"og:image:height\" content=\"2400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"rodney\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"rodney\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/botsify.com\/blog\/ecommerce-stores-for-customer-service\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/botsify.com\/blog\/ecommerce-stores-for-customer-service\/\"},\"author\":{\"name\":\"rodney\",\"@id\":\"https:\/\/botsify.com\/blog\/#\/schema\/person\/c6e0224ada343ee19958fe37669e2469\"},\"headline\":\"What ecommerce stores get wrong about customer service\",\"datePublished\":\"2020-10-14T05:09:37+00:00\",\"dateModified\":\"2025-07-30T12:34:37+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/botsify.com\/blog\/ecommerce-stores-for-customer-service\/\"},\"wordCount\":1251,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/botsify.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/botsify.com\/blog\/ecommerce-stores-for-customer-service\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/10\/e-commerce-01.png\",\"articleSection\":[\"Guest Blog\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/botsify.com\/blog\/ecommerce-stores-for-customer-service\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/botsify.com\/blog\/ecommerce-stores-for-customer-service\/\",\"url\":\"https:\/\/botsify.com\/blog\/ecommerce-stores-for-customer-service\/\",\"name\":\"What ecommerce stores get wrong regarding customer service\",\"isPartOf\":{\"@id\":\"https:\/\/botsify.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/botsify.com\/blog\/ecommerce-stores-for-customer-service\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/botsify.com\/blog\/ecommerce-stores-for-customer-service\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/botsify.com\/blog\/wp-content\/uploads\/2020\/10\/e-commerce-01.png\",\"datePublished\":\"2020-10-14T05:09:37+00:00\",\"dateModified\":\"2025-07-30T12:34:37+00:00\",\"description\":\"Many ecommerce brands fail to deliver great customer service. 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