{"id":18223,"date":"2020-03-05T19:19:08","date_gmt":"2020-03-05T19:19:08","guid":{"rendered":"https:\/\/www.nutracapusa.com\/?p=18223"},"modified":"2022-01-16T07:23:26","modified_gmt":"2022-01-16T07:23:26","slug":"what-is-e-commerce-customer-service-5-best-practices-for-small-to-beat-big","status":"publish","type":"post","link":"https:\/\/www.nutracapusa.com\/blog\/what-is-e-commerce-customer-service-5-best-practices-for-small-to-beat-big\/","title":{"rendered":"What Is E-commerce Customer Service? 5 Best Practices for \u2018Small\u2019 to Beat \u2018Big\u2019"},"content":{"rendered":"\n

Going up against behemoths like Amazon and Walmart can leave you feeling outclassed, outgunned, and out-funded. But, good news. E-commerce customer service is one of the last bastions where small absolutely crushes big.<\/p>\n\n\n\n

Competition is fierce in the e-commerce world. You don\u2019t need me to tell you that.<\/p>\n\n\n\n

In the US, 10 companies now control 60.3% of all online retail sales. Somewhere between half and two-thirds of product searches begin on Amazon. And by 2021, fully 70.1% of all digital shoppers are expected<\/em> to join the Amazon Prime parade.<\/p>\n\n\n\n

With trillions in their war chests, the big names have conditioned customers to expect one- to two-day turnarounds, unlimited inventory, and rock-bottom prices.<\/p>\n\n\n\n

But, expectations are meant to be exceeded. Especially when it comes to e-commerce customer service.<\/em><\/p><\/blockquote>\n\n\n\n

Are the behemoths really that good at catering to the customer? Do they provide personal support at scale? Are they innovating with the customer in mind?<\/p>\n\n\n\n

Simply put: No. In fact, according to this year\u2019s American Customer Satisfaction Index, \u201cThere is no improvement in the online shopping experience compared to a year ago\u2014and most aspects have gotten worse.\u201d<\/p>\n\n\n\n

Every major online retailer tracked year-over-year declined. And take one guess which category ranks second to last. Yep, \u201chelpfulness of customer support.\u201d<\/p>\n\n\n\n

\"helpfulness
Data, sources, and best practices are available within the E-commerce Customer Service Guide<\/a><\/figcaption><\/figure>\n\n\n\n

The truth is going up against the big names as a \u201csmall\u201d name can be a huge advantage.<\/p>\n\n\n\n

In this guide, we\u2019ll show you how to creatively offload customer support requests, without offloading your customers or support itself. You\u2019ll learn how to automate<\/a> and integrate support using your current resources.<\/p>\n\n\n\n

And we\u2019ll show you how using the right tools \u2014 combined with five best practices \u2014 can make your business more personal, not less. While still getting more done.<\/p>\n\n\n\n

What is e-commerce customer service?<\/h2>\n\n\n\n

E-commerce customer service provides the framework for supporting shoppers via e-commerce platforms and throughout their life cycles. Support for online businesses must account for the unique challenges involved with serving digital consumers:<\/p>\n\n\n\n