Learn how to give good customer service when managing an online store. Read through tips on how to handle customer emails, calls, and messages.

1. Giving Good
Customer Service
for Online Stores

2. Give customers
several ways to
contact you.

3. Make sure customers always have a
way to get in touch with you for any
comments, inquiries, follow-ups, or
general assistance.

4. Each customer will have a preferred
way of communication so provide
them with several options.

5. Email
Always have a customer service email address available.
Have an automated message set to reply to each email to serve
as an acknowledgement. Give an estimated timeframe for
when they can expect a response from you.

6. Example:
Hi!
Thanks for sending an email and visiting ACME Clothing Inc.
We’ll take a look at your message and get back to you with a
response within 24 hours.
Cheers,
The ACME Clothing Inc. Team

7. Phone
Some people prefer getting responses right away so having a
phone number would also be good.
If you do not have the manpower to monitor your phone line
24/7, leave an automated message for when someone calls
outside business hours and allow customers to leave messages
so you can call them back.

8. Example:
Hello. You’ve reached ACME Clothing Inc. We are currently
away from the phone but please leave a message with your
name and phone number and we will call you back as soon as
possible. You can also send us an email at
sales@acmeclothing.com. Thanks and have a great day!

9. Live Chat
For those who want immediate responses, but do not like
speaking on the phone, live chat is the best.
Like with the phone, if you cannot monitor it 24/7, have an
automated response sent when someone sends you a message
outside of office hours.

10. Example:
Hi! We are currently offline but we would love to speak with
you. Please leave your email address so we can get in touch
with you when we come back or you can send us an email at
sales@acmeclothing.com.

11. Respond to
messages as soon
as possible.

12. A response that takes too long will
put off customers.
Email responses can take more than
a few hours, a day at most.
Chat and phone inquiries must be
dealt with immediately.

13. Take notes and
monitor
conversations.

14. Improve your skills by going back
and reviewing past conversations
with customers.

15. Take note of recurring issues and
see if you can find a permanent fix
for it.

16. Review how customers responded to
you to see what you did wrong and
what you did right.

17. Do your review regularly so you can
continually improve your skills.

18. SUMMARY

19. SUMMARY
● Emails
○ Set an automated message to acknowledge received emails.
○ Do not take more than 24 hours to reply.
● Chat
○ Respond immediately.
○ Set an automated message referring to your email address for when
messages come in while you are offline.
● Phone
○ Respond immediately.
○ If calls come in while you are unavailable, allow customers to leave a
message or refer them to your email address.
● Review
○ Review and take note of past conversations.
○ Study the things you did wrong and right.

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