Key E-commerce Customer Service Challenges


Let’s just say it. Customer service is a daunting job. It can also be hard to get that satisfied feeling at the end of a day’s work, from coping with frustrated clients to working through a mountain of questions. 

But it’s crucial that your customer service agents get through the mountain of queries.

In this eCommerce age, consumer preferences for service are and, and customers can both be gained and lost quicker than ever before. 

If a customer needs something, the internet is their first port of call. Since its inception, e-commerce has evolved at an unprecedented pace, and so has the market to make the most use of it. 

To recognize the problems the e-commerce firms are facing today, let us first delve into how they operate.

Customers should not have to take a trip to physical stores to make their orders anymore. The growth in digitalization has changed the way enterprises work. E-commerce firms also deal with products and services, but in an online world, this is now done through many touchpoints. 

Most Common E-commerce Customer Service Challenges 

1. Gaining a clear picture of the business 

When a client questions you about their order or delivery time, do you have the relevant details at your fingertips? If you know what they bought automatically? If they’ve recently reached you, will you see the entire list of interactions? 

It’s critical how you treat orders and customer service, as one advises another. You might waste an hour trying to piece this stuff together when you should get everything together first. You need additional help to do this, though. 

Investing in an order fulfillment service is a solution to this issue and an eCommerce call center. If they interact with each other, it will be much easier.

By providing an interactive customer experience with an eCommerce support desk, you would be able to see in one location the customer’s order details, shipping status and contact history, saving precious time when listening to customers.

2. Delivering an omnichannel consumer expertise 

Clients in the modern environment can reach out through any variety of touchpoints. They can visit your website, email your agent, post a comment on your social media profile, shop from your shop or email you via a live chat or a messaging channel. 

According to ecomdash, “Any company that does not switch to an omnichannel shopping approach is likely to be left behind by its competitive online knowledge.”

3. Fulfillment of order 

Not all that needs to land on the small business owner’s back. You could be filled with more instructions than you can take on your own. 

“For better productivity, order fulfillment should be outsourced to a third-party fulfillment firm wherever possible,” Cook said.

4. Answer promptly 

If optimization is performed at the right moment and published in the right language, every bit as fair as a natural human response can be a scripted answer. 

Automation is used to adapt at a pace that helps you to satisfy both the needs of your consumers and the Service Level Agreements ( SLAs) of markets such as Amazon.

How would you save time to consumer answer without losing the personal touch? By building high-quality answer models for your most commonly requested questions. 

Each eCommerce company has the same repetitive questions-where is my things, how long it takes to arrive, how do I return the item etc.

Getting a response prototype will change your response times from minutes to seconds if you know your most popular questions. Templates actually will save you hours per day. 

5. Maintaining customer satisfaction 

Event with the best-crafted website out there, the company is bound to fail without customer trust and loyalty.

It takes a considerable effort to build new clients and then retain them. One of the factors e-commerce firms face a problem in establishing consumer trust and loyalty is that the vendor and buyer don’t know one another. They likely won’t see each other, either. Therefore the consumer is deprived of the senses on which they would usually rely face-to-face. Only time and commitment will make up for this. Eventually, the organization should build this trust and loyalty through multiple purchases.

6. Traffic on the sites and the transfer of tourists. 

It’s hard to create, design and run an e-commerce website, but having content conversion traffic is much harder, according to Black n Bianco owner Lisa Chu. The commercial director at One erTH, Philip McCluskey, said that global average conversion rates are below 3%, making bringing related traffic to the site a sticking point.

“To convert your traffic into consumer conversion, you need a new, safe, user-friendly, trustworthy and virus-free website. Every industry is different, so knowing your niche is key to creating a website that engages the audience,” Chu said.

Designing a fantastic design is only the beginning, though Optimizing your website through SEO is the next, and perhaps most significant, step.

7. Service return and reimbursement pain 

A survey commissioned by comScore and UPS found that 63% of U.S. Citizens review the return policy before making purchases, and 48% will buy more with retailers promising trouble-free returns. E-consumers are fully aware of legislation about returns and refunds. When a product arrives, whether due to an unsatisfied consumer or a defective product, the corporation experiences a significant loss of shipping and prestige. The cost of storage and distribution has always been troublesome for e-commerce vendors to offer their goods for free.


You are trying to survive in the market for e-commerce which is no less than battle. Surviving it calls for exceptional tactics. If you don’t want to fight, then bring extra work into every part of the company. At every point of your company, you must be ready for challenges and aspire for success, and finally, this will give you the best opportunity and would have a greater chance to thrive.

To effectively eradicate the challenges you are facing, we would recommend collaborating with us at Invensis Technology. Over the years, Invensis has successfully provided eCommerce support services for numerous online retail businesses across the world. Our services range from Customer Service, Order Processing and Fulfillment, Product Information Management, to eCommerce Product Photo editing.


Please enter your comment!
Please enter your name here