E-commerce is the process of buying and selling goods and services online, and then processing the payments via the web.

The benefit of e-commerce is that it provides access to a broad customer base of web users and shoppers all over the world who are willing to purchase goods from your online store. A profitable e-commerce business will comprise of brilliant customer service and excellent sales facilities.

Trust is extremely important when it comes to delivering a quality online shopping experience. If customers find your website a challenge to use or your site provides a poor experience, their visits are unlikely to be converted into sales. A trustworthy website is one that is accompanied by good customer service and a simple sales process.

The web is the new high street

Your website is your new storefront. A successful online store is functional, easy to navigate, quick-loading, professional and complete (with no missing pages). If your website is difficult to navigate, has many “under construction” pages, or has a payment gateway that doesn’t function properly, your competitors will immediately benefit from your lost sales.

It is also a good idea to invest in a web developer instead of using a free template. A developer can ensure your website will meet all of the aforementioned requirements and ensure you capitalise on online conversions.

Quality customer service

Ever thought about what makes good customer service?

Some of the biggest websites are the easiest to use and, after a customer has made a purchase, allow the customer to track goods, talk to a sales person, ask a question and even leave a review. All of these features contribute to a customer’s peace of mind and a satisfactory shopping experience.

How do you ensure good quality customer service?

Your website should show up-to-date and complete contact information in easy-to-spot places. At the very minimum, you should provide an email address and phone number. Very successful e-commerce websites provide live web chats, free telephone support and the knowledge that someone will be available very quickly if anything goes wrong.

Don’t let your customers forget you

Customer Relationship Management is a very important consideration in the e-commerce industry—especially for small businesses that are trying to create a large customer base.

CRM can help you develop innovative ways to inform customers about new products by providing valuable data, so that you offer customers useful information without littering their inbox with what could look like spam.

Your e-commerce site should support the incorporation of CRM tools and solutions, and support various methods of outbound communication, both with your existing customers and new customers.

Make your website trustworthy

One of the most effective ways to make your e-commerce site trustworthy is by making the payment gateway as reliable as possible. Putting your online customers at ease with a professional, reliable and secure service will ensure that they’ll return again and again.

It is essential that your web host has an SSL Certificate before credit card information is transferred online to your merchant account. An SSL Certificate creates an encrypted connection between a client and web host to ensure that no-one else can decrypt an intercepted transaction.

As an alternative to using an SSL Certificate on your e-commerce site, you can use other types of payment gateways, such as PayPal, Internet secure and authorize.net to provide a safe payment process for your customers.

17 thoughts on “E-Commerce Success: Customer Service & Sales Secrets”

  1. Be a publisher. Create quality content and keep it fresh. Leverage existing content
    and repurpose old promos for the Web.

  2. Hi Will,

    Sanjib here. E-commerce is a revolution on net. Many entrepreneurs across the globe have shifted to E-commerce from conventional style of business because most of them found themselves at east with the functioning. In fact the investment is lesser than the traditional style. It is quick and needs no travel at times. Also, Customer service became easy here. With all the benefits it is a boon for the entrepreneurs.

    Thanks for the post,

    Sanjib

  3. Anton Koekemoer

    Yes – A the end of the day Customer service is still the backbone of most businesses. Online and offline businesses alike. And with so many people having problems after buying a product or service online you need good customer service – especially with ecommerce websites. Maintaining a good image online and good word of mouth amongst your clients are some of the most important aspects of being and maintaining a success online.

  4. Customer service is definitely a great way to take advantage of something that people, may or may not be getting should they use a competitor of yours. If you make sure that your focus is on superior customer service, then you will have happy customers, that will want to continue to deal with you.

  5. Sanjib, Becca & Anton thanks for adding to the conversation and I’m glad you enjoyed the post, I’ll keep you posted on my next contribution!

  6. I agree with all the points you made, Will. In my line of work I browse hundreds of e-commerce sites and I can tell which are quality and which are poorly made. I prefer those that can provide me with what I’m looking for at a glance instead of having to click through numerous pages first.
    I also agree with Anton, whether online or offline, customer service is a very important aspect of a business. Many customers on the point of switching to a competitor have been retained by superior customer service. Likewise, many are put off by insensitive and indifferent customer service.

  7. Today we are in the era of Information revolution and e-commerce is one of these revolutions that has helped alot of businessmen worldwide. Your article was very helpful. I’ve also read a similar article similar or related to yours. http://www.bamboowebhosting.com/how-to-choose-an-e-commerce-web-hosting-company/

    Both articles were good but yours was very informative.

  8. i think E-Commerce is totally depend upon trust by customer on online seller ….nice article keep updating these types article….

  9. Ecommerce definitely helps people by making their life better and easier. People prefer online shopping to save time, cross geographical boundaries and shop smartly. :-)

  10. Chetan Vengurlekar

    e-commerce websites are the next big thing in the coming year or two. Within the next decade almost all businesses will be on the web and we can sit at home and order stuff. So this is just the beginning to a glorious era of internet shopping. We should take care of all the points mentioned here so as to avoid scams.

  11. Great article. Over the years I have shifted the sales of my business plan template from mail format to e-commerce. Purchasers have been happy because they can download the digital product right to their computers and not have to pay shipping charges. One point in your article that made me think is the section about customer service. I don’t currently have the ability for online chat. I need to think about adding this. Thanks!

  12. E-commerce websites is hassle free and very convenient for those who love to shop online and It will help many business to earn more by creating an E-commerce Websites.

  13. Hi Will,

    Sanjib here. E-commerce is a revolution on net. Many entrepreneurs across the globe have shifted to E-commerce from conventional style of business because most of them found themselves at east with the functioning. In fact the investment is lesser than the traditional style. It is quick and needs no travel at times. Also, Customer service became easy here. With all the benefits it is a boon for the entrepreneurs.

    Thanks for the po

  14. I definitely agree that forming a great relationship with your customers is vital for success. I have used E-Commerce before and think it is a trustworthy and reliable website, and this is because the customer service is brilliant. This leads me to wanting to keep buying and selling products off of this website and this is what leads to businesses receiving more deals.

  15. If you want to dip your feet into e-commerce, try Amazon’s Associates program. The profits aren’t great, but there’s really no risk and it’ll give you some idea of what’s involved.

  16. All mention points are good for E-commerce Site but Customer service is most important to build engagement. public relation is very useful for engaging with your site

  17. Jessica Donnovan

    I definitely agree that one of the most effective way to make your e-commerce site trustworthy is by making payment gateway as reliable as possible and putting your online customers at ease with a professional, reliable and secure service so we can ensure that they’ll return again and again. A reliable product may not dramatically affect customer satisfaction in a positive manner, an unreliable product will negatively affect customer satisfaction severely. Thus high reliability is a mandatory requirement for customer satisfaction.

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