Until a few years ago, the term customer service was mainly known from the stationary retail and service sector. Being able to have a look at a product on site and receive personal advice seemed to be the advantages of retail – even as the area of e-commerce was already gaining in importance.
Due to the global corona situation, online retail has temporarily become the most important sales channel for many industries. As a result of the lockdown, many people had no other option than switching to online shopping, even if they had no or few previous points of contact with this kind of shopping. The lack of routine in dealing with online stores and the resulting lack of trust often lead to frustration and even annoyance on the part of those involved.
This can be avoided with the right customer service. That is why it is important to offer comprehensive support in dealing with store systems and, at the same time, solutions for active problem management.
The following approach and communication components turn discussions with customers into success: