The Changing Face of Online Customer Service Platforms

April 18, 20195min

Customer service has always been a critical tenet of any business model, and the internet is beginning to take centre stage in terms of exposure alongside revenue generation.

However, the entire concept of client relations is changing at what can only be called a breakneck pace. This is partially due to the increased level of online competition. Visitors who feel that their needs are not being catered to will simply look elsewhere in order to procure quality products or services.

This is why the concept of engagement needs to be taken very seriously. What changes are taking place and why is it critical to choose the best ecommerce platform for your organisation?

The demanding nature of the Millennial generation

Millennials now represent a significant demographic, and their numbers continue to grow. Coincidentally, this population segment also tends to be the most fickle and challenging in terms of securing a sale (and for good reason). They are well aware of the technology at their disposal. No longer is a visitor willing to wait 20 or 30 seconds for a page to load. In the event of a question or problem, they expect relevant and helpful answers. So, there is little room for error.

In the past, the majority of customer service solutions involved nothing more than a generic page addressing the most frequently asked questions. This is no longer sufficient due to the ‘organic’ nature of the buyer-seller relationship. The needs of the individual should be addressed as opposed to presenting blanket support in the hopes that it will remain sufficient. There are several ways in which this can be accomplished:

 

  • Real-time chat windows with a live representative
  • Dedicated email addresses for different topics (such as sales issues or technical faults)
  • Social media profiles to enhance real-time interactions


The main issue is that these solutions can be difficult to implement for those who lack the time or the financial flexibility. This is why adopting robust e-commerce solutions is essential.

Targeted and agile e-commerce solutions

E-commerce software was previously defined as architecture meant to expedite the sales process. While this is still relevant, many flexible solutions such as those engineered by Shopify have taken a broader approach to the entire concept.

No longer are these applications limited to online transactions alone. They now provide an all-around means to interact with customers and to present products in an eye-catching manner. In other words, they are intended to streamline the entire notion of client engagement. This is also why e-commerce bundles are absolutely essential in this day and age.

The truth of the matter is that nothing can replace a quality product or service. Still, what takes place ‘behind the scenes’ in regards to customer engagement is now extremely important. Businesses which are able to embrace this decidedly human touch are bound to enjoy sustainable success in the future. There is no better time than the present to implement these techniques in order to meet and exceed the expectations of an online audience.


CXM Editorial Team

CXM Editorial Team

Published for all CX professionals, the digital Customer Experience Magazine is packed full of industry news, blogs, features, video bites and international stories all focusing on customer experience. CXM will help you learn what makes an outstanding customer experience that wins both awards and the hearts of customers. And sometimes we share some cool music as well.




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