Introduction to E-Commerce, Unit Eight: E-Customer Service
Unit 8, Lesson 1: Go the Extra Mile, Get the Extra Dollar
66.00— Explain the role of quality, warranties and guarantees, and e-commerce usability in customer satisfaction
66.04—Describe the influence of culture on consumer behavior.
66.01—Explain the role of quality, warranties and guarantees, and e-commerce usability in customer satisfaction
66.02—Explain the correlation between customer retention and acquisition costs.
Lesson Intro
Reading 8.1:
Online customer service is a key to increasing sales and building customer loyalty.Sometimes, customer service can seal the deal and even save a relationship. Chances are you or your family have run into a problem with something you …show more content…
This is where you can rely on your e-commerce platform/shopping cart provider. If you provider gives you the ability to accept multiple types of cards, to secure transactions, and to make entering information easy, that's half the battle. The part that's up to you is to communicate frequently with customers, and to protect the information you receive from customers so the "black hats" (hackers, that is) don't get at it.
In fact, if you go into e-commerce for yourself you have an advantage over big department stores and other big businesses. You can personalize your customer contacts. You can include gifts and notes with your packages, and you can make yourself available if problems do occur. Your big competitors can do this too, but it's harder for them because they lack the time; they just have so many customers they can't provide that attention to everyone.
Problems do occur, of course. Criminals who have stolen credit cards do use those cars to make fraudulent purchases. But these days most transactions are smooth and fraud-free. In this lesson you investigate credit cards, smart cards, wallets, and other payment
Unit 8, Lesson 1: Go the Extra Mile, Get the Extra Dollar
66.00— Explain the role of quality, warranties and guarantees, and e-commerce usability in customer satisfaction
66.04—Describe the influence of culture on consumer behavior.
66.01—Explain the role of quality, warranties and guarantees, and e-commerce usability in customer satisfaction
66.02—Explain the correlation between customer retention and acquisition costs.
Lesson Intro
Reading 8.1:
Online customer service is a key to increasing sales and building customer loyalty.Sometimes, customer service can seal the deal and even save a relationship. Chances are you or your family have run into a problem with something you …show more content…
This is where you can rely on your e-commerce platform/shopping cart provider. If you provider gives you the ability to accept multiple types of cards, to secure transactions, and to make entering information easy, that's half the battle. The part that's up to you is to communicate frequently with customers, and to protect the information you receive from customers so the "black hats" (hackers, that is) don't get at it.
In fact, if you go into e-commerce for yourself you have an advantage over big department stores and other big businesses. You can personalize your customer contacts. You can include gifts and notes with your packages, and you can make yourself available if problems do occur. Your big competitors can do this too, but it's harder for them because they lack the time; they just have so many customers they can't provide that attention to everyone.
Problems do occur, of course. Criminals who have stolen credit cards do use those cars to make fraudulent purchases. But these days most transactions are smooth and fraud-free. In this lesson you investigate credit cards, smart cards, wallets, and other payment