E-Com Customer Service Academy

In e-commerce, the focus is often on acquiring new customers, but one aspect is at least as important: the customer retention rate. It measures how well a company succeeds in retaining existing customers and motivating them to make repeat purchases. Studies show that it is significantly more expensive to acquire new customers than to retain existing ones. A high customer retention rate increases the long-term success of your e-commerce business. In this article, you will find out why the customer retention rate is so important, how it is calculated and how you can optimize it.

Average handling time is one of the key performance indicators in e-commerce customer service. It measures the average time it takes a customer service employee to process an inquiry - from the initial contact to the final solution. A low AHT means that problems are resolved efficiently and quickly, which is beneficial for both the company and the customer. In this article, you will learn why AHT is important, how it is calculated and how you can optimize it.

In e-commerce, customers not only expect high-quality products, but also excellent customer service. A key factor for customer satisfaction is the first response time (FRT), i.e. the time it takes customer service to respond to an inquiry. In this article, you will find out why first response time is so important, how it is measured and what strategies you can use to optimize your response time.

Customer satisfaction plays a crucial role in e-commerce, and the key to this often lies in the speed and efficiency of customer service. One of the most important metrics for measuring this efficiency is first contact resolution. It indicates how many customer queries are fully resolved on the first contact. In this article, we explain why FCR is so important, how it is measured and how you can optimize it in your e-commerce business.

In e-commerce, everything revolves around making the customer experience as smooth and pleasant as possible. One tool that helps to measure exactly that is the Customer Effort Score (CES). In this article, you will find out what the CES is, why it is so important in e-commerce and customer support and how you can optimize it for your company.

One of the most important indicators of customer satisfaction is the Customer Satisfaction Score (CSAT). But what exactly does CSAT mean, how does it work and how can you use it to optimize your e-commerce business? In this article, we'll go through the basics, show you how to measure CSAT and explain why it's so important for your e-commerce store.

The Net Promoter Score in e-commerce measures customer satisfaction and loyalty based on the willingness to recommend. A high NPS indicates strong customer loyalty and satisfaction. You can optimize the NPS and increase customer loyalty through regular surveys and proactive customer care.

Loyalty programs in e-commerce reward customers for repeat purchases and strengthen their loyalty. Attractive rewards and personalized offers motivate customers to return. Dedicated customer service supports these programs and promotes long-term customer relationships.

Delivery management in e-commerce encompasses all processes for getting products to the customer quickly and reliably. Efficient warehousing, various shipping methods and proactive communication are crucial. A well-organized delivery process increases customer satisfaction and promotes customer loyalty.