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7 Essential Customer Service Tips for an E-Commerce Business

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Online shopping has made buying so much easier for all of us. Thanks to the boom in e-commerce industry. You name it and you have it. Every product or category is available in the e-commerce industry. Having said this, for the businesses the competition is only growing. Every business owner wants to have an online presence. Standing out in the crowd can be a task on its own when you create a free online store.

Having an efficient customer service strategy can make a big difference to your e-commerce business. An excellent customer service can help you to acquire new customers and also retaining them. Below, we bring to you essential tips on customer service for your e-commerce business -

1. Think like your customer

The very step to deliver an excellent customer service is to understand your customers. Start by putting yourself in their shoes. Ask yourself questions like - how do I want the service, if I am the customer? What are my expectations for a good customer service? What can make me happy? What can make me frustrated? What systems can help me? What can make me lose interest? Answering these questions and more can give you the much needed clarity. You can analyse the requirements of your customers and starting working on a customer service delivery plan.

2. Standardize your customer service processes

Once you have understood the behaviour and expectations of your customers, then it is time to standardise your processes. Get ready with all the tools that are required for a smooth customer service. For example - If a new customer signs up with your website, how will you welcome them? If you plan to include a welcome email, keep many samples ready.

If you get addressed by an existing customer for support, make sure you have saved replies. You can also have saved solutions for all the probable questions. Having a standardized approach can help you solve queries quickly for your customers.

3. Provide multi-channel communication for getting support

Everyone leads a busy life. The preference between customers can change. When in need for a support, make sure you have multiple channels to reach out to you. Live chat, call back, in-person meetings can be a few options that you must always consider. Every channel must be well - equipped to handle the queries and offer a quick and efficient solution.

4. Train your team

Training and aligning your team towards customer centricity is an important step. Business comes from customers and valuing them should be the core of your business. Training your team with the right communication skills for handling the customers is an essential. For example - greeting the customer in a polite tone and ending the call with “have a good day.”

5. Provide Self-Service Options

Self-service options can help in quickly resolving a problem without reaching out to the support team. Many customers are likely to prefer this way to quickly resolve any issues. Have detailed FAQs written, upload quick videos, or have a blog post to explain the processes. Self-service system makes it convenient for your customers and helps them save a lot of time.

6. Personalize to create a sense of belonging

Personalizing can have a lasting impact on your customer. You can try personalization in various ways. If you get a customer on a live chat, you can address by their name. Striking a conversation with the name immediately gets their attention. When you are delivering orders to your customer’s doorsteps, you can always include a personalized message to make them feel special.

7. Frequently Review Customer Feedback

One of the best ways to enhance your customer experience is to understand their views. In general, most of the customers leave a review after using your product or service. Likewise, you might also receive many reviews exclusively on your customer service. You can always take note of them and review their feedback. Honest customer reviews are the best to bring the required changes to your customer service strategy.

8. Take care of your order delivery

Above, we have mentioned about various ways to elevate your customer service experience. Another important aspect of a satisfied customer experience lies in delivery of your products. Every business has a system to trace and track online orders. From the time of ordering to receiving the order, the system gives hands-on updates.

Unfortunately, in the US stolen packages are increasing. Even a single episode of USPS package missing can lead to losing a valuable customer. Whether you are shipping your product from UPS or USPS, cases of lost packages are not uncommon. Use package storage and package receiving service NYC to resolve package not delivered usps problems.

Stowfly offers one such service in NYC. It is a network of shops and stores in NYC. It is usually a location that is close to all your service areas. By choosing Stowfly, one can totally avoid the troubles of package stolen and missed deliveries. Your customers can choose to get their online orders at a Stowfly location. Here, all the online packages are safely received and stored until your customers pick them up at their convenience.

The prices of package receiving and storage service by Stowfly is affordable. It is just $4 per package and $15 for unlimited packages per month. Having Stowfly by your side can be added advantage for delivering a satisfied customer experience.


Customers are the pillars for any growing business. E-commerce industry is no exception. Having concrete customer centric strategy can lay a strong foundation for your business.