What shoppers usually ask
- Before buying: product details, sizing, stock, shipping costs and discounts.
- After buying: order status, address changes and cancellations.
- After delivery: returns, exchanges, refunds and damaged items.
What you need in place
- Clear return, refund and shipping policies that your team applies consistently.
- One place to see conversations and the order behind them.
- Saved replies for common questions, written in your store's voice.
- A rule for when and how a request reaches the right person.
Choosing channels
Start where your customers already ask for help, and cover it well before adding another. Website chat suits questions asked while shopping, and email suits requests that need photos or more detail.
When to add automation
Look for requests that are frequent, follow a clear rule and can be answered from your own data. Order status and policy questions are common starting points. Keep a clear route to a person, and require approval on anything risky until you trust the results.
FAQ
Common questions.
What is ecommerce customer service?
- It's the help a store gives shoppers before and after they buy, including product questions, order status, returns and refunds.
What's the best channel for ecommerce support?
- There isn't one for every store. Start where your customers already ask for help, and add channels once you can answer that one well.