E-commerce Customer Service

Welcome back to another episode of “Keep Smiling: The E-commerce Customer Experience” podcast! I’m Tygh Walters, your host.

Today, we delve into e-commerce customer service and the essence of customer service in the context of online shopping and communications.

From Customer Obsession to E-commerce Service

In our previous episodes (Episodes 36 and 37), we explored the concept of customer obsession and its importance. Today, in Episode 38, we shift our focus to e-commerce customer service. 

E-commerce customer service, a subcategory of the broader customer service domain, requires a unique set of strategies and approaches. 

News update: Email authentication updates

Gmail has recently mandated that all senders to Gmail accounts must set up SPF or DKIM email authentication for their domains starting February 1st, 2024.

While this deadline has passed, it’s crucial for e-commerce businesses to adapt to these changes for improved email security and deliverability. To delve deeper into this, check out our blog post, “Better Email Security and Deliverability with DKIM, SPF & DMARC Authentication.”

With the technicalities addressed, let’s jump into the heart of the matter—e-commerce customer service.

Understanding E-commerce

Amazon defines e-commerce as the trading of goods and services on the internet—a bustling City Center translated into zeros and ones on the internet Super Highway. The significant rise in online shopping, catalyzed by technological innovations like smartphones and high-speed connectivity, has given birth to a new breed of customers.

Now, let’s put some numbers to the discussion. The Census Bureau of the Department of Commerce reports that e-commerce sales accounted for 14.9% of total retail sales in the third quarter of 2023.

While e-commerce is growing, it’s essential to note that the majority of retail commerce still happens outside the digital realm.

Defining E-commerce Customer Service

Big Commerce describes e-commerce customer service as the support system for this new breed of customers. It encompasses all assistance that brands can provide customers throughout their journey—social media interactions, post-sales support, FAQs, help desks, and more.

As we navigate this domain, it’s crucial to recognize that e-commerce customer service is an expansion of traditional customer service tailored to the online shopping experience.

Challenges to Action

Before we conclude, let’s embrace a “Challenge to Action.”

1. Share Your E-commerce Story: Whether you’re already immersed in e-commerce or aspiring to be, share your story. Tell others why e-commerce matters to you and how it has impacted your life or business.
2. Learn about Email Authentication: With recent changes in email authentication requirements from Gmail and Yahoo, take the challenge to learn about SPF, DKIM, and DMARC. If you own a domain, review and update your email authentication settings to ensure secure and reliable communication.

In closing, thank you for joining us on this exploration of e-commerce customer service. Stay tuned for more insights, challenges, and actionable tips in the upcoming episodes. Can’t wait to see you in the next one! Keep smiling.