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Customer service in e-commerce. Who is a modern online customer?

7 minutes of reading
Customer service in e-commerce. Who is a modern online customer?
Category SEO

In order to effectively market your e-commerce business, you need to know your target customers as well as possible. Who are they, and what do they expect from customer service? This guide will give you the information you need to understand the modern online customer and help you develop great customer service habits to keep them coming back time and time again.


Customer service

In e-commerce, customer service is the process of assisting customers with problems or questions they have with your product or service. It can be provided through various channels such as email, phone, live chat, or social media.

What are the differences between online and offline customer service? To get a better understanding of what distinguishes these two types of services, it’s helpful to look at some numbers. For example, more than half (55%) of customers in brick-and-mortar stores never interact with store employees during their visit while nearly two thirds (64%) prefer to buy items online instead of in person. Nearly three quarters (73%) of shoppers will abandon their cart if the checkout process takes longer than four minutes. That’s just not going to happen when you’re buying something in an actual store. People don’t like waiting, especially when they’re spending money!

Why is high-level customer service so important?

In today’s ecommerce landscape, customers are more savvy and have higher expectations for customer service than ever before. In order to meet these expectations and stay competitive, it’s important to provide high-level customer service at every touchpoint. This means going above and beyond to resolve issues, being proactive in your communication, and offering a personal touch whenever possible. It also includes getting technical help when needed and educating customers on how to use the site so they can make informed decisions about their purchases. You want the online shopping experience for them to be as pleasant as possible so they’ll come back again!

Today’s consumers want it all

Thanks to the internet, today’s consumers are more informed than ever before. They know what they want and they expect businesses to provide it. That’s why e-commerce seo agencies have become so important. By making sure your website is optimized for search engines, you’ll ensure that your target customers can find you easily. And once they find you, it’s important to provide them with the excellent customer service they expect. They expect fast, efficient service that is tailored to their needs.

How to be an industry leader?

Being an industry leader takes more than just being the best at what you do. It also takes being visible and accessible to your target market. This is where an e-commerce agency can help. By optimizing your website for search engines, you can ensure that potential customers will be able to find you easily when they’re looking for businesses like yours. And once they find you, they’ll be impressed by your high-quality content and excellent customer service – both of which are essential for keeping them coming back for more.

What can be done to improve the quality of customer service?

Keep calm and shop online.

First, do an audit of your website

Before you can even begin to improve your website’s customer service, you need to take a step back and assess what you’re currently doing right and wrong. That’s why an audit of your site is so important. This will help you to identify any areas where you may be falling short.

Second, find the experts from promotion and marketing

To ensure that your site is reaching its potential, you need to make sure you’re marketing to the right people. The best way to do this is by finding an agency that can help you target your audience and get your site in front of them. By doing this, you’ll be able to reach more potential customers and increase your chances of making a sale.

First you need to research companies on the web. Browse the offers, price lists and available contract terms. Choose a few that interest you the most, and their offer meets your needs. Make an appointment – this is the most important moment. Ask for references, the opportunity to see previous projects, check the terms of the contract. Billing model, packages, guarantees. Ask as many questions as possible to dispel your doubts. SEO is a process that you need to wait several months for, so it’s better not to lose money.

Take care of

  • Communication

In this day and age, communication is key. Customers want to be able to reach out to a company easily and quickly, whether it’s through an FAQ, chat bot, or email contact. And they expect a prompt response. The average customer expects the company to respond within 15 minutes of reaching out for help. In the situation of such a large number of communicators, it is necessary to adapt to the place of speech. Many studies show that we as customers use several digital channels. That is why the omnichannel model is so popular.

Remember: It is impossible to avoid all questions, customers have different preferences and habits. By taking care of reliable information and clear descriptions, you increase the chance of reducing problems.

  • Availability

First and foremost, the modern online customer is always looking for availability. This means that your ecommerce site should be available 24/7 without any down time. If there are problems with your site, customers will quickly go to your competitor’s site. Currently, customers do not give up on their expectations. The choice is so wide that making a decision about choosing a competition takes a second. So check your communication channels, reply to all messages or use robots that allow you to get time. Also remember that you can take advantage of support programs, automation and even AI.

  • Personalization

The modern online customer is different from the customer of even a decade ago. With the advent of online shopping, customers have become more accustomed to getting what they want, when they want it. And, they expect good customer service to be a part of that equation. The most important task is to make the client feel special and taken care of while using the website. Customer care creates a bond. Personalization is a great solution for implementing innovative strategies. Take care of solutions that increase the attractiveness of the brand.

  • Functionality and optimization

Here we go back to the basics of on-page optimization. As a customer, you want to find your product with as few clicks as possible and buy it without any hassle. So take care of the loading speed, easy-to-navigate page, menu with available categories or filters, as well as adaptation to mobile devices. This is at first glance. It cannot miss keyword analysis, content optimization (product descriptions), meta tags, URL addresses, headers, etc. All these techniques are what will make customers come back for more. Remember that Google updates its algorithms every day.

  • Trust and transparency

In e-commerce, customer service is everything. You must build your business on trust and transparency in order to win customers’ hearts (and wallets). For this you need HTTPS protocol and an SSL certificate – this will ensure the protection of sensitive data while shopping and more.

Additionally, the client must have access to the entire transaction process. Make a path with the next steps so that he knows how long it will take to finalize the order. Once the client has paid for their purchase, keep them informed on its progress by emailing them with updates at every stage. When they receive their package, send them a confirmation e-mail letting them know they can now review their purchase and leave feedback if they want to.

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Last thoughts

An e-commerce SEO agency can help you reach your target market and ensure that your customer service is up to par. Keep in mind that customers today are savvier than ever before and expect more from the businesses they patronize. By providing top-notch customer service, you can differentiate your business from the competition and build a loyal following. The good news is that there are plenty of online resources available to help you do this.

Aleksandra Pietrzak
Curator at the National Museum in Poznań, graduate of Art History at the Jagiellonian University and Contemporary Art at the Pedagogical University of Krakow, curator of exhibitions and author of scientific and popular texts. A lover of contemporary art, literature and travel.
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