Electronic commerce, commonly written as e-commerce or eCommerce, is the trading or facilitation of trading in products or services using computer networks, such as the Internet.Your customer service policy should incorporate the following best practices:
Provide a customer service phone number. A phone conversation is the best substitute to a face-to-face interaction and you must make it available to both customers and visitors to your website.
Make sure that the following requirements are met:
Display your customer service number on each page of your website. Most visitors and customers will land directly on an internal page, rather than your home page. Make it easy for them to locate your phone number by displaying it prominently in your website’s header. Adequately staff your customer service department. A prominently displayed customer service phone number will do you no good if there is no one to pick up the incoming calls. Make sure that you have enough people to do that.Provide a customer service email. Some customers will prefer using email to contact you, so you will have to accommodate them.
Consider implementing the following best practices:
Display your customer service email on each page of your website. The same considerations apply as with the phone number.
Provide a separate customer service email address. In other words, make an email address available specifically for customer service inquiries (e.g.support@example.com).Set a response time for email inquiries.
Customers need to know how soon they should expect their issue to be addressed.
Implement the following procedures:
Acknowledge email inquiries with auto-respond emails. In addition to acknowledging receipt of the inquiry with auto-responders, inform your customers how soon they should expect a complete response. Stick to the stated time frame. You will need to staff your customer service department sufficiently, so that all emails are responded to within the promised time frame. Set inquiry response goals and monitor performance. You need to set goals for how quickly email inquiries are addressed and be able to monitor your customer service department’s performance.
The following procedures will help you achieve that:
Set a goal for responding to all inquiries.For example, set a goal of 1 business day. Similarly, you may set shorter time frames for addressing, say 75 percent or 90 percent of the inquiries. Monitor performance on a weekly and monthly basis. Monitoring on a regular basis is the only way to find out whether your response rate meets the stated goal. If not, you will have to make adjustments and typically that means increasing the number of your customer service staff.
Fast two-day shipping:
This instant gratification we want as buyers often leads us to shop local at a retail store. Waiting 7 – 10 days for a package to arrive isn’t any fun. Amazon’s two-day shipping with a Prime membership makes the experience so much better. They guarantee you’ll receive your package within two days and the shipping is free. As a result, this exceeds expectations every time.
Easy checkout:
Amazon’s 1-click ordering makes shopping easy. It exceeds expectations because you don’t have to fumble your way through entering your credit card details each and every time you order.
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