In today’s digital marketplace, shoppers expect more than just fast shipping or an easy checkout—they expect support that feels as seamless and personal as the rest of their online experience. But many ecommerce brands still struggle with outdated, ticket-based systems that leave customers feeling like numbers instead of people.
The good news? Delivering loyalty-building, radically personal support is possible—and it doesn’t have to be complicated. Below are five practical tips to help your brand take customer support from good to unforgettable.
Embrace channel-independence
One of the biggest challenges for ecommerce brands is making customers feel known and heard—no matter where they reach out.
Today’s consumers expect to connect through messaging, texting, chat, and social DMs, and they often switch between these channels based on convenience. Relying solely on phone and email won’t cut it.
A channel-independent platform like Gladly makes it easy to shift between channels by bringing every interaction into a single, lifelong conversation—so your customers never have to repeat themselves.
Implement 24-hour support
If you’re selling goods or services online, you can bet that your customers will be shopping at all hours of the day—and night.
That means you need to prioritize building out a 24-hour support line so an agent is always available. Otherwise, you risk losing business from the late-night shoppers among us.
Find a service platform that lets you get personal
No one wants to be treated like a ticket number. In fact, most consumers say they’re more likely to make repeat purchases—or recommend a brand—if the support they receive is personal and human.
Legacy ticket-based systems make that nearly impossible. Consider platforms like Gladly, which put people—not cases—at the center of every interaction, empowering your team with the full context they need to deliver service that builds loyalty.
Stay proactive
When it comes to making your customers feel welcome, it helps to reach out proactively throughout the shopping experience. Consider setting up automated chats for customers that have stalled on a product or checkout page—or sending automated follow-up messages once a product has been delivered. These messages can help assure your customers that help is there if they need it.
You can also encourage your agents to reach out after support conversations. If your service hero recently came to the rescue with a personalized recommendation, sending a quick follow-up message to ask how the purchase turned out is a great way to let the customer know that you value their business and care about their satisfaction.
Keep tabs on customer satisfaction
If you want to know how to keep improving your customers’ experience, you’ll need to actively listen to their feedback and concerns. You can use customer satisfaction scores to collect customer feedback and constantly look for potential areas for improvement.
In addition, you can encourage your agents to note common questions, issues, and concerns that arise during support conversations—if customers are reaching out repeatedly with the same problems, it may be a sign that a part of your shopping experience isn’t as easy or streamlined as it should be.
Radically personal ecommerce customer support
If you’re still looking for more ways to take your ecommerce customer support to the next level, Gladly can help.
Our all-in-one customer service platform brings all customer interactions across channels into a seamless, lifelong conversation—so your agents can get right to work providing radically personal service. To see how Gladly’s people-focused, easiest-to-use platform can transform your ecommerce customer support, contact us today or check out our demo.
About Gladly
Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences.
Gladly was built for B2C leaders who refuse to compromise on operational efficiency or experience. With Gladly, every conversation feels uniquely tailored and instantly responsive, emotionally intelligent and operationally precise, deeply personal and effortlessly scalable. At the heart of our simply powerful platform is Gladly Customer AI—uniquely designed to maintain a single, continuous conversation across all channels while striking the perfect balance of technology and human connection.
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