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Customer Service for E-commerce
Phil Ebiner
Master e-commerce customer service with Phil Ebiner! Learn to delight customers, boost sales, and build lasting loyalty.
More resources on Customer Service in E-commerce
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Free guides on e-commerce customer service metrics
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The Effortless Experience
CEB research study of tens of thousands of service interactions showing that reducing customer effort, not exceeding expectations, drives loyalty. Introduces the Customer Effort Score and explains how to cut repeat contacts, channel switching, and transfers in a support operation.
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Delivering Happiness
Zappos CEO's account of building an online retailer around service: free returns, unscripted call-center staff, and culture-driven hiring. Readers see how one company treated customer service as its core brand strategy, and the trade-offs involved.