Ecommerce and Customer Service Study
Posted: Sun Dec 22, 2024 6:15 am
PcComponentes has analyzed the importance of customer service in electronic purchases, through a survey of 1,000 Spaniards aged 18 and over. In this regard, this leading marketplace for technological ecommerce in Spain, has published the conclusions collected in the "Study on Customer Service in ecommerce" .
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The digital consumer and customer service
What services do e-commerce phone number list philippines consumers value most?
The digital consumer and customer service
Do we value customer service when it comes to an online store? One of the main conclusions is that, for the majority of “cyber consumers”, good customer service is necessary for the sale to take place. Specifically, 75.2% consider it essential to trust an e-commerce site .
The main reasons for contacting this service are to resolve post-sale incidents , shipping problems ( 67.4%) or managing changes and returns (54.5%). 61.7% turn to them for prior advice and 20.2% to receive advice , also before the purchase.
What services do e-commerce consumers value most?
As for the characteristics of customer service, what consumers value most about an e-commerce is having fast (58%) and expert (35%) attention, but above all, being attended to by a person (75%)
The technology sector leads customer service in online stores, with 67.3%, followed by the fashion sector ( 31.4%) and the food and tourism sector (21.2%).
In addition to customer service, e-commerce sites must consider a series of other recommendations for selling their products and services online, such as facilitating the purchasing process, with or without registration, the security of payment, with a variety of options, the quality of descriptions and photos, as well as developing, for the entire website, an optimal positioning strategy on Google.
Contents [ Hide ]
The digital consumer and customer service
What services do e-commerce phone number list philippines consumers value most?
The digital consumer and customer service
Do we value customer service when it comes to an online store? One of the main conclusions is that, for the majority of “cyber consumers”, good customer service is necessary for the sale to take place. Specifically, 75.2% consider it essential to trust an e-commerce site .
The main reasons for contacting this service are to resolve post-sale incidents , shipping problems ( 67.4%) or managing changes and returns (54.5%). 61.7% turn to them for prior advice and 20.2% to receive advice , also before the purchase.
What services do e-commerce consumers value most?
As for the characteristics of customer service, what consumers value most about an e-commerce is having fast (58%) and expert (35%) attention, but above all, being attended to by a person (75%)
The technology sector leads customer service in online stores, with 67.3%, followed by the fashion sector ( 31.4%) and the food and tourism sector (21.2%).
In addition to customer service, e-commerce sites must consider a series of other recommendations for selling their products and services online, such as facilitating the purchasing process, with or without registration, the security of payment, with a variety of options, the quality of descriptions and photos, as well as developing, for the entire website, an optimal positioning strategy on Google.