INTRODUCTION:

The report is based on the importance of e-commerce in communication.

The purpose of compiling this report is to sum up the data of why
communication is regarded as a crucial determinant of the business world
and how e-commerce is playing a hero in effectuating the marked
objectives. The main points discussed in the report mainly comprise of how
the communication trends are changing, why these trends are challenging
but essential to adopt and the suggestions to better position for those
challenges. The topic discussed spaces up a substantial share in
determining the factors which help to keep the customers happy and
retained, sequentially cajoling the desired goals for organizational success.

BODY:

In a world so rapidly changing, with the wavering business techniques and

dynamic preferences of customers, sticking to the old and traditional
methods of communication could only be declared as idiocy. No companies
or employers with a sane mind could think of opting out the choices
customers no longer prefer to elect for their routing purchases. And to be in
the run of this battling market environment, businesses are coming up with
on the hand techniques to entertain their customers. Keeping in mind, the
top most objective of firms is to keep their customers happy and contented,
which is fudged together on the fact that no customer likes to be kept on
hold for longer time periods or left unattended as this comes with poor
communication channels.

Ever since the trends have changed, the mindsets of customers too
upgraded. They are most turned on with the choices that comes with
instancy. Instant delivery, instant feedback, instant follow up, instant
solutions. Every instant that equips them with no or lesser wasted times
and quality material transported at their doorstep. To pamper this longing,
businesses came up with aids as quick as a wink. Communication being
best of the best tool is putted much emphasis on. Firms tend to develop
resources that not only keep themselves in touch with customers round the
clock, they prove to be the best marketing and advertising communicative
when performing their best. But easier said than done, this whole process is
not just tedious or draggy, it also requires a lot deal of knowledge and
understandability. Minds are not an easy thing to comprehend and
especially when it’s of a customer who is well aware of his significance for
the business. Not only the money he is going to spend but the word of
mouth he is going to author in his circle is something that could buy a
bunch of customers for the company without any efforts or shut the whole
thing down. No middle grounds. This being the main reason why
companies invest heavily in their communication department as they want
to avoid the negative extremes. But again, communication too is a very
lengthy and dreary stage that takes up much time of organizations and as
very same the time that customers don’t want to invest. To cope up with
this lag, firms have created e-commerce channels where it is made painless
and really accessible for customers to not only contact any organization and
have the information they require, they could do a lot more. This
encapsulates generally customers making their purchases, review current
options, observing the upcoming trends, providing feedback, registering
their complaint and much more. All this has been made possible because
customers were able to get in touch with the conversationist.

The e-commerce technology has led firms to retain their customers by

providing timely services and elevating the satisfaction level of customers.
The companies have developed different portals for their e-commerce
communication process. Some of which are defined as follows.

Live Chat: customers seem to be smitten with this live chat option, as they
don’t need to be kept for the wait. The agent caters them on the spot and
they get their problem solved within minutes.

Email: although email is not used as much as live chats, it is a must for
companies to develop profitable terms with their customers, vendors,
distributors or any other beneficiary that’s involved. And is considered
more authentic for the credibility and brand image.

Advertisements: advertisements were, are, and will always be a key

player to communication. No doubt they are regarded as one of the most
expensive tools but sure they get the job done. Ads are usually the first
mode through which a customer accustoms the organization and gets
familiar with the choices being offered. The reason why companies tend to
generate creative and attractive ad is that it’s the bait that when works
accordingly, not only charms the customers but reconciles all the expenses
as well.

Product Descriptions: product descriptions are sort of brochures or

flyers that are disseminated over the internet on different portals. They
contain all the specifications of a product and generated in greater volumes.
If a product description is well versed, it stimulates the customers to go for
making a purchase, even if they didn’t needed or wanted that product in the
first place.

Blog: a blog is a webpage where writers post content and stuff regularly. A
blog is very effective tool to communicate, as customers want to have every
information about the company and products and the latest inventions.
Bloggers frequently posts stuff that the customers calls for and
communicates them with the information which they think might lead the
customer to go for the product.

Phone support: phone support is another option that companies provide

to their customers for having their queries answered and building up their
satisfaction level to the point where they feel no hesitation in getting
emotionally attached to the company. Ultimately keeping the company’s
offerings their top priority even if it comes with relatively higher costs than
others. Although phone support is a very resource intensive option, the
benefits it delivers and the persistence of being always in-demand by
customers makes the companies for the ultimate implementation of this
alternative.

Social CRM: a sheer leading and a convincing mechanism to expand the

consumer base is by engaging them in a social setup where they are free for
any comments and suggestions they want to deliver. The e-commerce
communication world lies greatly on the social connectivity and inter
dependability which the consumer base exerts. Not only an ultimate aid for
market research, Social CRM is a big league for building brand image and
targeting the intended demographics.

FAQs and contact options: customers tend to leave a product because of

one simple fact. They don’t know anything and are too embarrassed to ask.
Even if there is nothing to be ashamed of. Frequently asked questions also
known as FAQs for short, are the gateway to cater the confusions that arises
in the mind of customers and clear up any ambiguity about the product that
remains. This not only gives them answers for the questions they asked, but
also provides them the answer for the unasked questions or more precisely,
the ones that others asked. This prevents to create any confusion in the
future.

Follow up emails: it is the post-purchase communication companies go

for, in order to have a better understanding if the product was well matched
with the customer’s expectations or there might be any more chances for
upgrading the product’s features.

CONCLUSION:

From all that we studied, it isn’t callous to understand that no company, in

the time of today, can survive if it adopts conventional schemes for
operating its business. Gone are the days when customers showed flexibility
and companies were the bosses. Now the upper hand belongs to the
customers and they buy only when they are convinced and satisfied. With
the up gradation of technology, the mindset of the customer has also
elevated and that could be catered with modern methods only. It's best if
they are well-acquainted with the product and timely given the information
they require so that the withstanding power of companies in the ever so
evolving market conditions remains stable.