Why is e-commerce customer care so important?


August 12, 2022

Why is e-commerce customer care so important?
Customer care is one of the most important aspects of the e-commerce shopping experience, with consumers making online purchases in record numbers since the global pandemic in 2020. Consequently, customer behaviour has changed, and so too have expectations and demands. Cross-border e-commerce sales are expected to grow exponentially over the next few years and, with this in mind, mobile channels are now the preferred means when it comes to customer care. Localised customer care, too, is vital. That is, potential customers should be able to access websites in their own language, given that it is proven to improve sales. In addition, digital self-service solutions are increasing in popularity, such as FAQs, chatbots and tutorials, offering quick resolutions. Unsurprisingly perhaps, fashion remains the frontrunner when it comes to cross-border e-commerce. However, despite its prosperous future, brand loyalty has emerged as an issue. As a result, effective interaction with customers and generating trust is paramount. Customer care done well – in multiple languages, with self-service solutions and mobile channels – is the key to success in the world of e-commerce, fashion e-commerce included. 

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