Technology is the main difference between modern ecommerce customer support and traditional customer service. Unlike traditional brick-and-mortar customer support, ecommerce customer support isn’t conducted via face-to-face interactions. Rather, e-commerce businesses are charged with establishing positive interactions via phone and online methods. The end goal is the same – answering questions about company products and resolving issues throughout the purchase process. But establishing rapport, building your brand, and ensuring customer loyalty is challenging to conduct without being in person and requires skill sets that are distinctly different than in brick-and-mortar environments.
