Customer service is critical in e-commerce because buyers cannot physically inspect products and rely heavily on delivery experience, returns, refunds and support. Good service improves trust, repeat purchases and long-term profitability.
CRM (Customer Relationship Management) helps businesses manage customer data, interactions, segmentation and retention campaigns.
You should be able to:
Customer service in e-commerce means assisting customers before, during and after purchase, including:
Because the transaction is remote, service quality strongly affects trust (concept).
CRM (Customer Relationship Management) is the process/system used to manage customer information and interactions to improve customer experience, retention and sales (concept).
CRM helps:
Common support channels:
Omnichannel support means the customer gets a consistent experience across channels and history is available to the agent (concept).
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Omnichannel support provides a consistent customer experience across multiple channels (concept).
Any three points are sufficient.
Channels and advantages (concept):
Write any three rows.
Ecommerce is a method of buying and selling goods and services online. The definition of ecommerce business can also include tactics like affiliate marketing. You can use ecommerce channels such as your own website, an established selling website like Amazon, or social media to drive online sales.
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Customer service is critical in e-commerce because buyers cannot physically inspect products and rely heavily on delivery experience, returns, refunds and support. Good service improves trust, repeat purchases and long-term profitability.
CRM (Customer Relationship Management) helps businesses manage customer data, interactions, segmentation and retention campaigns.
You should be able to:
Customer service in e-commerce means assisting customers before, during and after purchase, including:
Because the transaction is remote, service quality strongly affects trust (concept).
CRM (Customer Relationship Management) is the process/system used to manage customer information and interactions to improve customer experience, retention and sales (concept).
CRM helps:
Common support channels:
Omnichannel support means the customer gets a consistent experience across channels and history is available to the agent (concept).
Customer query/issue
|
Ticket/Chat created (CRM)
|
Categorize + assign (billing/delivery/returns)
|
Resolution (refund/replacement/info)
|
Closure + feedback (CSAT)
|
Retention action (if needed)
Key dimensions (exam points):
Basic complaint handling steps:
Retention means keeping customers coming back for repeat purchases.
Why retention matters:
Loyalty programs reward repeat purchases and engagement.
Types (concept):
Design principles:
Interpretation:
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Retention means keeping customers and encouraging repeat purchases (concept). It improves LTV and reduces dependence on high acquisition spend.
Loyalty programs reward repeat behavior (points, tiers, cashback, memberships) (concept).
Conclusion: Good loyalty design improves repeat purchase rate and long-term profitability (concept).