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Home | Blog | Best Practices in E-Commerce Customer Service

Best Practices in E-Commerce Customer Service

By Magellan Solutions

Updated on May 15, 2024

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What does the household goods industry take to succeed in the online world? Aside from creating powerful marketing messages, they should also devise effective and efficient e-commerce customer service best practices. Here are the reasons why.


Because of its convenient features, nothing can seem to stop the growth of online shopping. It is like giving people the ability to access an entire shopping mall with their hands without going anywhere. In a world so busy with work, family gatherings, celebrations, and other events, online shopping has become a habit for many. There’s no wonder that in 2017, Statista found out that about 1.66 billion people worldwide purchased goods online. In hindsight, a CMO study figured that while 43 percent of purchases are influenced by online information, online sales are only nine percent of in-store sales. This means that many people are still aren’t comfortable making purchases online.

The growing online population is hard to ignore. There are a lot of opportunities out there. The market is still unripe, yet already so huge that you can succeed if you do what is right. Sure, success doesn’t happen overnight. But with enough trial and error, you can get the exact ingredients to build an empire in the digital world.

The household goods industry is one of those that are set to grow in e-commerce. The products usually sold under this include kitchenware, furniture, clothing, bedding, books, appliances, tools, and other products used within the house. Its niche market, the furniture industry, represents one of the most robust e-commerce sales in the United States, Statista revealed.

So how can businesses in this industry support their growth?

Creating powerful marketing messages and offering top-of-the-line products are some of the best ways. But these are just the foundation. It is essential to have strong pillars to support your business. Devising e-commerce customer service best practices effectively facilitates business growth and increases consumers’ trust in your industry.


E-commerce customer service best practices

Providing customer service to the very reason for your online store’s existence — your customers — is so crucial that you should not, in any way, find any reasons to neglect it.

We’ve listed the top e-commerce customer service best practices your online shop could follow to give you some ideas of how you can better serve your customers.


24/7 customer service

Being open 24/7 has upsides and downsides. Operating an online business allows you to earn even if you’re sleeping, but you should be available to your customers anytime.

Providing round-the-clock customer service means a genuine concern for your customers’ needs. When you care for them, there’s also a huge possibility that they will also care for your business.

Some of the best types of support for this are the following:

When doing business online, you should also find ways to have multichannel and omnichannel support to improve your customer service.


Easy-to-navigate website

One way of showing that you care is by making it easier for your customers to navigate your site. The simpler your processes are, the better.



Ensuring your online store can be navigated easily using mobile is also necessary. Many people buy their stuff online because it is more convenient and accessible than desktops. Install a chat app where they can talk to an agent in real time. If it’s too much for you to handle, explore live chat outsourcing.


Accurate product descriptions

You should not disappoint your customers by telling them about product features only to get a different product. During checkout, showing them all the charges that go with their purchase is also a good practice. Remember, honesty is essential in building trust and strong customer relationships.



Serving your customers does not always mean you need to connect with them personally. Giving them support through phone or live chat is ideal, but some customers prefer to help themselves. Providing all the materials they need, like an updated and comprehensive FAQ section, blogs, explainer, and tutorial videos, are indirect ways of serving your customers.


Order update

Another online customer service best practice is sending your customers updates about their order status. This will give them confidence in your business and convey that your company is worth their trust.

How about you? What are the e-commerce customer service best practices have you already implemented in your online store? Please share it with us.

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      Best Practices in E-Commerce Customer Service

      Magellan Solutions

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