Dominating E-commerce Customer Service Trends for 2021


e-commerce customer service trends

The E-commerce industry in particular has brought the biggest paradigm shift in the history of consumer behavior. By marring customers with options to choose from, multiple payment methods, and quality logistics support, the e-commerce industry has helped the audience juice their expenditure to the extreme.

Now customers want to be treated the same way by every other organization; retail stores are following suit, they are now offering free home-delivery, pay on delivery, and free exchange options.

Statistics that Show How Big E-commerce Industry Is

  • 2 billion people are expected to buy at least one product online in 2020
  • The E-commerce industry is likely to cover 95% of all retail transactions by 2040
  • Amazon is the leading retailer with over $230 billion in revenue
  • Amazon has over 100 million Prime users alone in the US
  • In 2019, 83% of the US consumers bought at least one product online
  • Over 70% of people prefer E-commerce Platforms over Google for finding new products

Why E-commerce Customer Service is Important?

In the age of omnichannel customer experience, 84% of customers agree to never shop from a site that offers a poor experience. Customer experience is now the key differentiator and not investing heavily in it is going to cost businesses a bomb. Over 50% of organizations are diverting their marketing funds towards customer experience innovation.

E-commerce marketplaces with limited funds in hand can rely on outsourcing to bridge the gap between their customers and quality experience. Outsourcing customer service makes sense because:

  • Outsourcing agencies work to streamline data from channels like chat, email, social media, and call to offer incomparable omnichannel support.
  • They help businesses get rid of data silos and increasing overall efficiency
  • They leverage the latest technology like AI and ML to predict the future steps of a customer

Must Read: Top E-commerce Outsourcing Questions Answered for You!

Dominating 2021 Customer Service Trends 

1. No Trade-off with Customer Experience

Let us re-iterate it for you, Customer Experience is now a key differentiator and customers are willing to pay an additional amount for a quality experience. The success of Amazon Prime in the United States and India is proof that experience wins over price. With over 100 million Prime users alone in the US, Amazon has shown the entire e-commerce industry the route to generating capital for offering improved customer experience.

E-commerce players can use the additional fund for the following measures:
  • Offer faster delivery options
  • Ensuring catalog improvement to assist with faster decision making
  • Improving on-site experience like speeding up the product discovery
  • Deploying new tech like Live Chat to offer better support

The aforementioned measures when implemented effectively impact customer experience positively and allows e-commerce players to command a loyal audience base.

With quality customer experience, e-commerce players are aiming to achieve
  • Higher on-site conversion
  • Improved average order size
  • Increasing customer lifetime value
  • Incessant increase in referral sales
  • Opportunity for up-selling and cross-selling

2. Simplifying the Communication Channels

In 2020, during the COVID pandemic, the customer realized the companies that care is always reachable. Organizations that kept the communication channels open and provided a real-time update about lost, delayed and damaged packages won a big time. Given the nation-wide lockdown in Canada, UK, India, and Singapore, millions of packages were lost and online stores failed to provide their customers with tangible support.

Bigger players were quick in ensuring that all such requests are addressed on priority and it helped the likes of Amazon,, and Lens