Importance Of Customer Service In E-Commerce

Question Two

Discuss the issues in Customer Care and Services of Ecommerce

Customer Care and Customer Service

Customer service is the service provided to customers before, during and after the purchasing of goods/services, using goods/services.

Offering continued care to the customer through after-sales service, the reputation, growth and performance of the organisation is determined. A company is only as good as its customer service.

Ensuring that the customer has the option to have the attention of the organization after the purchase, providing a satisfactory solution to the customer’s queries and complaints will result in a satisfied customer and a successful organization.

Good customer service provides an experience that meets customer expectations. It produces satisfied customers. Satisfied Customers produce repeat business and referrals to new clientele.

Bad customer service can generate complaints. It can result in lost sales because consumers might take their business to a competitor. It can ruin the reputation of the organization and thus cause a slowdown in new business.

Good customer service is about developing bonds with your customers leading to long-term relationships. It has advantages for both customers and the business alike. Customers benefit because the business is providing a service that meets their needs. The business benefits because satisfied customers become loyal customers.

Customer Service and Care in E-Commerce

We live in a world which exists within the Social Media environment. This new breed of society is who makes up the customer base for any e-commerce venture. It is therefore imperative to understand these Social Media Society demands.

Challenges and Solutions

1. E-Commerce means ...

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...oth businesses.

2. Prepare the documents to be used by gathering information needed to produce the document. This information must be gathered and stored in an electronic file.

3. Using Translation Software, the e-file is converted into STANDARD FORMAT.

4. The organization/business computer connects to the relevant value Added Network which directs the document and transaction to the receiving organization.

Receiving Business/Organisation:

1. Must have already agreed on use of EDI Standard and version between both businesses

2. The receiving company’s computer connects to the relevant Value Added Network, receiving the documents awaiting delivery.

3. The receiving Company’s software will then use its translation software to translate the Standard Format message into the receiving company’s electronic language.

4. The document is processed by the receiving company.