Ecommerce channels peak moments customer service

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When it comes to response times, what do your potential customers expect? There are no big surprises: expectations are high : 32% expect a response within 30 minutes, while 42% expect a response within 60 minutes. On the other hand, only 2% use social media for customer service .

Response times aside, each channel has its own unique challenges and it’s often difficult to know what to focus on first. Luckily, there’s more to come…

5. Messaging channels

Instagram comments section or tweets aside, your mexico telegram number database prospects and customers will be reaching out to you with issues and questions through a variety of messaging channels. Depending on their preferences, customers and visitors will message you on WhatsApp, Facebook Messenger, SMS, and more. We recommend sending surveys to find out which channels they prefer and prepare for an influx of messages from those they choose.

Many growing e-commerce brands find our communication platform a great tool to monitor customer messages and ensure quick response times. From WhatsApp to Instagram Messages, our API solution lets you use the conversational channels you prefer and manage them efficiently.


Other e-commerce companies use Mobile Service Cloud to manage a large number of customer messages. You can use this solution to communicate with customers across all popular messaging channels, integrate with your favorite software and tools, and automate conversations with a chatbot when your team is unavailable. You can also leverage customer profiles to better personalize the journey and increase revenue.

Two Steps to Optimize Your Channel Strategy
At the beginning of this section, we emphasized how essential it is to replicate the simple, personalized, consistent and enjoyable shopping experience that you have in a store. At this point, however, we need to introduce another aspect:

The cost of providing and having available this experience that you and your customers are looking for.

By considering both costs and customer needs, you will be able to increase your company's profits. There are two steps we recommend you take to optimize your strategy: the first step is to assess the actual business value of your channels (see the four questions below). The second step is to optimize your strategy to ensure you have the right people, processes, and tools. This will give you a strategy to grow at scale.