Customer Service and E-commerce
The modern business world to fall differently and the customer service system is the main system. As in traditional commerce in e-commerce customer service is very important, effective and at the same rate which is a concept or ignored. We believe this case is one or two titles stand out. These are;
o Traditional system of customer service people on an area of the site and contrary to the idea of efficiency targets.
o Although the site at some point, how well prepared the traditional structure to support the sales process is required, ie 100% of online shoppers, at least in terms of after-sales service, we do not think.
Thing to note, e-commerce is not required to be driven, forced to this kind of opportunity for trade, but the human factor olabildiğinice completely unmanned used to arrive at the condition of a structure. Let ’s slightly open when you want. E-commerce, certainly, and every step of the human factor in the narrow sense or more customers, a philosophy must be put in focus. Desired result in the exchange in this system, each time, until the client sees the visitor on each side of human needs, pisikolojisi, culture, legal rights must find places to the finest detail.
Key components of the customer are :
o Technical Support
o Payment Processing
o The process of lead-tracking
o Feedback, complaints and suggestions
The traditional business of these things is ensured by calling the company. But it should not be in e-commerce, or may not happen.
Technical Support
Contrary to the acquisition, customer service is not only an after-sales service. At this stage, e-commerce to provide the necessary technical support issues;
o All data exploration
o This information is of Pages
o How to use the software purchases
o How to end
o How to order a transaction ends of the chain will
o Goods or services delivered through the channel
o Estimated delivery
o Shipping costs and any
o If the warranty
o Returns
o Complaints are met, and how
o If necessary, how to install the product, you must run
o Products and services depends on the platformUser requirements and restrictions
Payment Processing
The user of the product or service must be paid in advance of such information;
o Study the amount and content of the
o Payments by credit card, the customer karşılacağı claim information.
o Bank Transfer
o Make sure you agree, you can send your address and the customer ’s how the track came
o Part of the payment period, so as the network following the date of payment
o Payment is cyclic, the next payment date
o How to obtain the billing
o When the flow of charge
o Throughout the process, as has been delivered to the customer ’s security
The process of lead-tracking
After ordering a delivery to the customer that the process is uncertain, especially in e-commerce is extremely uncomfortable. Therefore, the information must be given to customers;
o Tracking number will be and how to follow. Cargo through the website of the company may, or may be from your web site.
o Products or services have been referred to the information received in the program.
o The proposed period does not occur in the delivery of the customer must follow the path. Report any delay in an information note moodiness. In this case, a good e-commerce site must pay a diet.
Any claim where the customer’s need to know in advance how ulaşağını.
o Complaints can be reported in person, phone and e-mail address.
o Suggestions or compliments can be reported in person, phone and e-mail address help desk services.
o The phone will be supported by help desk
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