I have a client who has set up an eCommerce website and was asking me some advice on setting up good customer support for his business.

I basically provide him 3 important infrustructure for his business:

1. Standard Email System
2. Instant Chatting System
3. Phone Support

However, I have told him the above system that I am going to share with him later will mean nothing if he does not dedicate resources to the infrastructure like time and manpower on a regular long term basis.

If there is a resource constraint in committing to the customer support infrastructure then the business owner should lay a good foundation in his ecommerce system to minimize the need of customer support.

Good Practice of ecommerce website includes:

1. Accurate descriptions of each product
2. Clearly written terms and conditions (eg. Return policy, payment process, exchange policy)
3. Comprehensive FAQ

The above good practices will empower the visitors or existing buyers the information to make their possible intention at their stage of purchasing cycle. Accurate description will reduce potential visitors from seeking clarification from sellers and also prevent a bad buying experience when the visitor-turn-buyer found the item is not as describe. The list of positive impact due to good ecommerce practice goes on. Prevention is better than cure. No buyer seek for good customer service. All they seek is good products at their perceive reasonable price.

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Tags: aol messenger, chatting, customer support, email, good practice, msn, msn messenger, phone, skype, website

This entry was posted on Saturday, September 5th, 2009 at 4:50 pm and is filed under Customer Service. You can follow any responses to this entry through the RSS 2.0 feed.