Ecommerce Customer Service: Importance, Strategies & Use Cases


Delivering exceptional customer service is essential for ecommerce businesses of all types, sizes, and shapes in today’s customer-first era. According to many pieces of research, Customer service is the top factor influencing a client’s confidence in a company. 

You can start with some statistics to know the importance of ecommerce customer service. For example, a large percentage of consumers are inclined to make another purchase from the brand following a favorable customer service experience. Another fact is using eCommerce customer service cuts a significant percentage of the response time of the ecommerce support team. Knowing the facts and learning from the mistakes can help you boost your brand’s growth.  


Brand loyalty: As you already know, a remarkable 95% of customers say that customer service is important for brand loyalty. According to the same study, poor customer service caused 60% of customers to defect from one brand and transfer to a competing business. This demonstrates that excellent customer service is a prerequisite for brand loyalty to operate at its highest potential. 

Trust: The most valuable e-commerce commodity and the main factor influencing long-term success are loyalty. You will have a competitive advantage if you can consistently attract recurring consumers.

In the event that your customer service falls short on any metric, keep in mind that there are thousands of other brands in your category that customers can visit. Without having to travel far, customers can easily choose another brand. The market is overcrowded with competitors, so using ecommerce customer support software puts your brand ahead of your competitors. 

Human touch: Even as the technology for automated solutions advances, 75% of consumers will still prefer to communicate with a person. 

More revenue: Almost 68% of customers are willing to shell out more for products and services from a company with a reputation for providing excellent customer service.

Insights-driven, high-quality service: One of the main advantages of maintaining a high level of customer service is that it enables representatives to offer priceless and useful information about a customer. From preferences and objectives to their problems and motivations, employees can provide you with all kinds of insights. These insights might be useful to the sales, marketing, and customer service teams.


Extensive product knowledge: The e-commerce customer service team should, first and foremost, be thoroughly familiar with the brand’s products. Their ability to answer queries effectively and quickly improves with increased product expertise. If the representative is unable to provide an answer, an honest response will still be appreciated. The operator can send the customer to a senior or someone with the necessary information.

Training and empowering: Considering new software used, changes in the product line, growing brand goals, etc., ecommerce brands need to drive quality training sessions for the staff. The CX team runs the risk of becoming stale or inept without regular and continuous training. 

Using customer service tools: The team should also be strengthened by a customized CX tool that can simultaneously serve corporate needs and customer goals. With the correct software, the team can concentrate more on high-value tasks that demand human interaction while streamlining the workflow and speeding up the support process.

Use cases

Use Case 1: dealing with a surge in the number of tickets

Consider this use case of a popular and well-known e-commerce brand to learn about promoting self-service in customer support and decreasing the ticket flow.

Problem areas: 

  • The product quality was great, but the quality of the customer service was subpar. 
  • The team was flooded with tickets because of the seasonal uptick around the holidays.

Solution: Self-service tools that reduce peak-hour ticket load and scalable customer support tools that scale with order quantities.


  • CSAT increased by 87%, with customers expressing their gratitude for the self-service experience that was made available.
  • Support staff members had more time to work on the most urgent tickets.
  • After the first thirty days of putting out the automated self-service support system, it resulted in a 60% drop in piled-up ticket volume. 

Use Case 2: responding to tickets and boosting the response time

A recognized brand offers ground-breaking audio equipment. However, the organization was dealing with a variety of challenges:

  • One is that it took too long for the agents to get the necessary customer data for the reps to offer support.
  • Two, the brand was dealing with an increase in avoidable returns.
  • Finally, the company needed to reduce the number of support messages. 

The solution: The company required a quick and efficient approach to respond to important product queries and reduce response time.

What happened:

  • Tickets were reduced by 42% as a result of the self-service tool.
  • Because agents had time to reply, the first response time was cut to under 10 minutes.
  • The brand ultimately experienced improved customer loyalty as a result of rapidly resolving consumer issues.

Final thoughts

Customer service using the eCommerce helpdesk will help you wow your brand’s customers. It all comes down to going above and beyond to meet the customer’s needs. As opposed to reactive, providing proactive customer support is what is required.

Customers should come first in every initiative or program your brand launches. Establish a successful CX program by keeping the consumers at the forefront of all CX activities.

Author Bio: 

Mr. Maulik Shah is the founder of DeskXpand, A full-fledged ticket management system that comes with the right tools, like an online ticketing system, to provide a seamless and cost-efficient customer experience. Maulik is a tech enthusiast and writes about the various aspects of the best help desk ticketing software.

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