Effective Communication Tools for an E-Commerce Business

Written by Julia

On February 25, 2020

E-commerce has been one of the fastest-growing industries with over 2 million online companies in the world. E-commerce is a great business to have as more and more people want accessible products/merchandise etc, that don’t require much work to purchase. Of course, like any business, keeping in touch with your customers and having great customer service is key to getting customers, and having returning customers as well.
Read on for the communication tools we think work best!

Live Chat

One of the main differences in shopping online or in-store is the customer service you are able to offer. In-store is easier to offer faster, and personal customer service, however, a live chat on your website can be just as good or even better. You are offering fast, personal, and easy service to your customers and its an even more comfortable experience at times, as customers can ask you questions they would feel too shy to ask in person. Live chat is a tool that can be very effective, and in long terms can lead to more sales as well. If your competitors don’t offer live chat, then guess what- most customers will rather buy from you knowing they have someone there for them for any questions or concerns.
10 live chat platforms:
Olark ,
Pure Chat

Social Media

If you don’t have any social media platforms set up, then its time to do so! Social media can be a great tool to communicate with your customers. On Instagram, you can communicate through direct messages (dm’s), on Facebook, through messenger, Twitter, LinkedIn, Snapchat, and TikTok also has messengers available. Another way is through comments, every time someone comments, reposts, snaps, tweet, or post stories about your company, make sure to always reply and engage with your customers. Besides customer service, this also builds up your company image which every business needs.

Phone Support

Besides chatting on live chat, customers should also be able to have access to phone support. This is another tool that is resource-intensive. Phone support has been around for decades, therefore offering it for your e-commerce business is a definitive must.


Many customers are busy and don’t have time to call or even go on the live chat. If this is the case, they will most likely email. Same as phone support, email support has been around for decades as well. It’s one of the most powerful communication platforms and is a good tool for when your employees are out of the office for your customers to communicate with your business. Make sure when you are out of office, you send an automatic an “out of office” message.

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1 Comment

  1. Tasha

    Instagram will be one of the most effective tools for e commerce cuz it can display different merchandises or items and also keep in touch with their clients.


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