⚡ In short
- Pre-sale questions (size, delivery, COD) decide whether people buy.
- Post-sale questions (tracking, returns, refunds) decide whether they come back.
- Answer the top questions on your pages, in chat and in saved replies.
- Use chat for quick questions and tickets for anything that takes time.
Two kinds of ecommerce support
Before the sale, shoppers want certainty: Will it fit? When will it arrive? Can I pay cash on delivery? A fast answer here turns a visit into an order. See live chat for ecommerce.
After the sale, they want reassurance: Where is my order? How do I return this? When is my refund? Good answers here bring repeat orders and good reviews.
The questions online stores get most
| Before buying | After buying |
|---|---|
| Is it true to size? | Where is my order? |
| When will it arrive? | Can I change my address? |
| Is COD available? | How do I return it? |
| Is it back in stock? | When will I get my refund? |
| Is there a discount? | The item is damaged. What now? |
12 tips
- Put delivery times and COD rules on every product page.
- Add live chat to product and cart pages. Shopify, WooCommerce.
- Teach an AI Agent your shipping, returns and size guide for night-time questions.
- Reply to chats within a minute. Response time tips.
- Send tracking links without being asked.
- Make returns simple and explain them in plain words.
- Turn delivery and refund problems into tickets so none are forgotten.
- Use saved replies for tracking, refunds and returns.
- Use an exit-intent Flow on the cart to ask what’s stopping people.
- Offer WhatsApp for customers who prefer it. WhatsApp chat button.
- Tag issues and fix the top cause each month.
- Ask for a review after a happy chat.
Measure what matters
Track first response time, number of chats per order, top three issue tags and how many tickets are solved within a day.
FAQ
What is the best channel for ecommerce support?
Live chat for quick pre-sale questions, email tickets for problems that take time, and WhatsApp if your customers prefer it.
How can a small store offer 24/7 support?
Use an AI Agent for common questions at night, and an away form that saves the rest as tickets.