The State of E-Commerce Customer Service in 2020

by | Jun 11, 2020

THE POTENTIAL IS ENORMOUS: In customer service, customer service for e-commerce, and customer service for business the potential is enormous. As more customers become comfortable online shopping and more retailers expand their online stores, the opportunities for sales will only continue to grow. But challenges surface with all that growth. The market is not restricted to your local population anymore.

Customers can buy from any business they want – even if they’re halfway around the world. That means e-commerce enterprises have to compete in a much larger market. The primary way to do this is to offer an amazing experience in customer service that drives referrals and keeps customers coming back for more.

You need to stay on top of coming trends to do that. The difference between beating your competitors and falling behind the times can be knowing how to put innovation to work for you. In customer service, customer service for e-commerce, and customer service for business, here are three major trends for 2020 to consider.


Trends in E-Commerce customer service
1. CONNECTION: In customer service, customer service for e-commerce, and customer service for business connection plays a vital role. Customer service in e-commerce must rise to the occasion by 2020. If marketing should offer an omnichannel experience that attracts consumers, then customer service also needs to be able to serve customers through all channels and, with more touchpoints, it becomes harder to link all of those data sources and have a consistently great experience.

2. AUTOMATION: Automation also plays a major role in customer service, customer service for e-commerce, and customer service for business. Online retailers are under tremendous pressure to offer customer service of world-class. Great service means prompt service for most customers. A team of human agents would be almost impossible to consistently deliver an accurate response to every question in less than 10 minutes. Fortunately, automation offers the ability of customer support teams to manage vast amounts of requests in a very short time. By automating the workflow two of the most repetitive types of retail questions (order updates and returns) can be addressed both. While speed is important, a good overall experience also needs to result in automation.

The combination of artificial intelligence and automation can help to make the experience more personalized and efficient. The majority of retailers plan to implement AI in their daily retail operations within the next three years, so you can rest assured that automation and AI will be a big player in 2020 of customer service, customer service for e-commerce, and customer service for business.

3. EXPERIENCE OF EMPLOYEES: The final and most important aspect of customer service, customer service for e-commerce, and customer service for business is the experience of employees. Your customer service agents are the face of your business when your clients need help. So, you treat them better. A shocking 90% of customers state their experience is influenced by the mood of the agent. When you avoid thinking about your customer service agents as entry-level robots and inspire them to do excellent work, your customers will experience more.

It’s really fantastic news in several respects. If you can recruit anywhere, that means you have a bigger pool of talent to draw from. This gives businesses more access to unique competencies (including language skills) and time zone coverage. But it brings new challenges, too. A team of remote agents can be difficult to manage, empower, and develop.

Agents will have much more freedom in 2020 both in the workplace and also in their abilities but they will be held to a consistently high standard. As businesses continue to compete to give the best customer experience, the agent experience will improve as well.

CONCLUSION: In customer service, customer service for e-commerce, and customer service for business the state of e-commerce customer service is constantly evolving. As companies learn to adapt to the expectations of their customers, implement innovative new technology, and cater to a new kind of workforce, the quality of service will continue to improve. In 2020, it’s critical for customer service retail e-commerce teams to seriously reassess their workflows and see if they can make it simpler for themselves and their customers. To learn more about the state of E-commerce in 2020, drop an e-mail to

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