The customer service of an online shop is the contact point for customers who have questions about orders, products or returns. In addition, this generic term also includes services of an online retailer that go beyond the normal level.
Even if an online shop offers very good product quality and low prices, customer service is essential. Lost parcels, damaged goods due to transport or technical questions about a product occur even with the best suppliers. If the appropriate customer service is not available, customers react quickly and angrily. With new customers, it often doesn't even come to the first order, if they are not immediately helped with emerging questions. In addition, a lack of service also leads to the loss of regular customers, who, in contrast to the acquisition of new customers, could be retained with relatively simple and cost-effective measures.
Poor customer service can manifest itself in very different areas, for example:
Shop operators can take various measures to make shopping easier for customers, for example:
The business of an online shop is mainly based on sending goods for money. However, in order to maintain their position on the market, many online shops offer additional services designed to convince customers of the added value they have over their competitors.
Examples of this are:
However, it is important that the promised additional benefits can be met. Unfulfilled expectations raised by the customer's shop have a very negative effect on the image of an online shop and thus also the probability of future sales.