3 Best Practices of Ecommerce Customer Service


In today’s competitive landscape, businesses must distinguish themselves in order to stand out against rivals. Delivering exceptional customer service such as personalisation and prioritising responsiveness are some ways to achieve this. In this article, we take a deep dive and share the three best ecommerce customer service practices to help you accomplish this goal effectively.

1. Be organised

Proper organisation should always be a key priority when it comes to providing quality service. For example, forming an organised customer service team. Empowering your customer service team with a shared inbox, collision detection, and saved replies for repeated questions can ensure a more organised workflow and a better customer experience. Refer below to find out what these three elements can do for you:

  • Shared inbox

It allows all team members to access customer inquiries, minimising the likelihood of missing or duplicating a response. 

  • Collision detection 

It avoids duplicate efforts by alerting agents when another team member is working on the same inquiry.

  • Saved replies for common questions

Prompt responses in a consistent voice can be provided by agents. This feature can be added to ecommerce platforms to ensure timely and accurate customer response delivery.

2. Personalise your approach and provide expert advice

Efficiently delivering customer assistance when required builds trust and loyalty. From explaining the features and benefits of a product to suggesting similar products and helping customers find the right size or fit, customer service agents should offer guidance to help customers make the right purchases. In addition, they should also take the time to learn more about the customer's preferences and needs. Not only does this ease the process of tailoring their service and creating personalised product recommendations to fulfil specific demands, it also develops trust in your brand and helps customers make better purchasing decisions. ecommerce website designs can adopt different surveys, analytics and other tools to collect data on customer behaviour and preferences, improving businesses’ ability to understand the customer's needs. A well-designed ecommerce website makes it easier for customers to provide useful data through intuitive forms or easy-to-use feedback mechanisms.

Learn more: 3 Ways Augmented Reality Can Boost Your Brand’s Retail Strategy

3. Improve response time

Responding promptly to customer inquiries contributes to enhanced customer service, boosting customer satisfaction. Of all the methods used to improve response time, utilising ecommerce chatbots may perhaps be the most effective. Chatbots can be programmed to respond to common customer inquiries instantly. Customers can then receive a response as soon as possible. Apart from quickly responding to common customer inquiries, they can also help to free up agents to concentrate on more complex issues. A more organised workflow is made possible as new leads are prioritised and directed to the appropriate team member. 

Improve response time-ecommerce chatbots

All in all, focusing on the best practices above allows businesses to develop trust and loyalty with their customers, which ultimately leads to greater sales and growth. At the same time, businesses can continue to stay competitive in the market as well.

As a leading website builder in Singapore, SHOPLINE Singapore is here to support your business growth. We offer a comprehensive unified commerce platform for you to boost your online and offline presence. Speak to our consultants now for more inquiries. You may also start a free trial with us to take your ecommerce journey to new heights.

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