Customer service should form the center of your eCommerce business strategy because by providing excellent customer service, you create satisfied customers. ... Interestingly, by 2021, customer experience has been predicted to take over price and product as the key brand differentiator.

Loyal customers make eCommerce profitability sustainable. Customer service is by far your eCommerce store's most important marketing tool, and optimizing customer service enables your customers to complete their buyer's journey seamlessly.

7 eCommerce customer service best practices

• Get organized. ...
• Meet customers on their terms. ...
• Enable self-service. ...
• Stand out from the crowd using personalization. ...
• Harness the power of customer reviews. ...
• Improve your response time. ...
• Measure, optimize, repeat.

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