Problem

As E-commerce continues to accelerate, so does the problem of merchants and manufacturers

needing to process returns. Not only do all these features improve customer service by helping
shoppers order exactly what they want, but they should also help to reduce merchandise returns,
said David Marshak, an analyst at Patricia Seybroid Group. In the coming year, the value of
returned merchandise was $1.6 billion. because of a lack of customer service support; according
to Data monitor, a market analysis firm in New York. This year customer service-related losses
are expected to double to $3.2 billion because online customers who might otherwise make a
purchase have no way to get answers to their questions online.

Solution

Landsend.com strives to position itself as a strategic partnership between online merchants, Web
hosting companies and portals, and shipping companies. Due to demand aggregation, the
strategy will produce good customer service to the consumers. E-commerce customer service is
how online businesses provide assistance to customers with everything from making online
purchase decisions to resolving issues — all while creating a seamless customer experience
across channels and platforms. This differentiating element will multiply the consumer
acceptance factor and will draw more revenues to all participating companies.

 Simply listening to the customer comes first. Regardless of the method a customer uses to
contact a company, a representative must be patient in accepting a thorough explanation
of the problem and then genuinely sympathize with them. It's crucial to convey to
consumers that a company loves them as individuals, not just as consumers.
 Once the consumer has completed explaining the issue, the agent should repeat the
essential points, asking for clarification where necessary and if there's any additional
important information the customer would want to give.
 It's critical to get the customer's feedback on the remedy and confirm that the issue has
been handled before moving on. This action demonstrates to customers that your business
values them and is committed to providing improved customer service.
The study will conclude that online communities and personalization tools have developed into
key assets for e-businesses. Understanding consumer preferences in numerous dimensions and
adapting Web experiences to their relative demands will separate victors from losers in the game
of e-business. Who wins over users' loyalty and who loses it to more shrewd rivals who entice
clients away by providing more of what they want online will depend on how successfully
particular Web companies match customer expectations. Personalization and client outreach
through online communities are crucial steps in delivering the elements of a positive consumer
experience.