Guide to eCommerce Customer Service

There is no denying that eCommerce in 2022 is more popular than ever before, and online shopping is continuously growing and becoming the easiest purchasing channel for customers. While businesses are working their best to provide outstanding online products, it is not enough if you don’t provide your customers with the kind of customer service eCommerce they expect.

It has now become quite essential for businesses to pay attention to customer service in eCommerce to ensure that their customers are thoroughly taken care of. Not having eCommerce support is like having a physical shop without a salesman to take care of the queries. Frustrating, isn’t it?

And even if you do have eCommerce customer support but you do not follow the customer support best practices, you will still face challenges in retaining your customers.

Therefore, if you are running a business and are looking for a detailed guide on customer service eCommerce, look no more as we have covered everything necessary for you under one roof.

Also read: Benefits of Retail Call Center for Businesses


What is eCommerce customer service?

Before moving to the guide on customer support for eCommerce, let’s first know what is eCommerce customer service to understand it better.

Ecommerce customer service is a service provided by businesses like yours to customers who purchase from you online. This is done to provide easy and fast assistance to the customers and, in return, gain loyal customers for a lifetime, better conversion rates, and repeat purchases.


Why is eCommerce customer service important?

What makes a business’ eCommerce customer support stand out among that of its competitors is its quick responses and successful delivery of whatever assistance is demanded by the customers. But why is customer support for eCommerce important for your business, you may be wondering. Well, here are the reasons why:

  • It helps in improving communication between customers and eCommerce companies, helping you make a strong relationship with your customers.
  • For businesses that are running entirely online, eCommerce customer support makes reaching business representatives quite simple for the customers.
  • It also helps mitigate the customers’ fears that they may have related to purchasing from an online store since they know that they will always get assistance if anything comes up.
  • Customer service in eCommerce helps in building trust and loyalty among the customers of a business and this makes sure that they remain your customers for long.

Ultimate Guide to Customer Service eCommerce and Call Center

The reason why we call it the ultimate guide to customer service in eCommerce is because if you can follow these 8 best practices of eCommerce customer support, you are surely going to create an unparalleled customer experience in your business.

Let’s check out each of them in detail.

1.     Provide Multichannel Customer Service

Most businesses have multiple sales channels. Therefore, it is recommended to provide your customer service in eCommerce on all the platforms/channels you are on since customers can send their queries through any of these channels. Social media, chatbots, live chat, and emails are a few of the options where you can provide eCommerce service to your customers.

2.     Prepare Templates

Most customers come with similar queries, and if you answer each of them separately, it will obviously take much of your time. For this, most companies prepare templates with some kind of personalization for the most common questions asked to standardize a response.

Again, this is not only to increase your response time but also to standardize your responses as a unified company.

3.     Provide Fast Responses

When it comes to customer service in eCommerce, fast replies are a must. In this era of technology, people have now become relatively quick and expect fast responses. Slow responses from your side may frustrate them enough to leave your page and, in return, tarnish your image as an online seller.

Again, preparing the templates would be of great help in this situation. Also, preparing standard operating procedures which describe the next steps that need to be taken will also give your customer support representatives complete autonomy over the responses and how they help the customers.

4.     Know your customers

It is essential that you know what your customers need and want. Knowing what your customers want and giving it to them before they move to your competitor is extremely important.

For this make sure that your customer support team is completely aware of the buyer persona and their lifestyle. Further, regular feedback and survey exercises will ensure that you have a tab on where the market is moving and what are your customers looking at now. Needless to say, using marketing and sales analytics to uncover the hidden wants will prove to be a game changer for you.

5.     Offer self-service customer support.

Many customers like to help themselves rather than get in touch with customer support through various support channels. Offering eCommerce support through a help center where you publish frequently asked questions, return policies, or many more options that will help your customers get their queries solved without needing your help is the way to go.

Having an extensive online knowledge repository is a best practice that is followed across industries.

6.     Prepare Shipping or Delivery Policies

One thing that irritates customers the most is the business’s unclear shipping and delivery policies. When they are ordering from your business, they need to know how much time is to be taken by their shipping services to send the parcel your way.

Therefore, it has become quite essential to make your shipping policies clear to your customers or lose them once and for all. Moreover, it will also reduce the number of support queries that you will receive inbound.

7.     Return, Warranty, or Exchange Policies

There are times when your customers will need to exchange, return, or claim the warranty of the product you have sent them. If you have not made your return or warranty policies clear to them, this may create a conflict between your and the customers. For the said reason, it is pretty essential that you mention your warranty, exchange, or return policies clearly on your business’ website so that there is no kind of confusion that may take place in the customer’s mind.

8.     24/7 Ecommerce Support

Your customers are free to shop from your business or contact you any time of the day. 24/7 customer service in eCommerce has now become quite vital since you don’t want to miss out on the queries that your customers send you and lose them just because your customer service wasn’t available at a particular time.



When you are running an eCommerce business, having modern customer service eCommerce is the only way where you tell your customers that their feedback and queries are valued. For today’s demanding consumers, having prepared personalized customer service is essential to make them stick with you for the times to come.

But if you are new in this industry, knowing how to make your customer services excellent so that they get accepted by your customers is quite essential. Therefore, in this guide, we have provided you with a guide to following all the practices that will take your customer service in eCommerce to a whole new level.