Services/Customer experience/Customer Service - Purchases and Returns

Make buying and returning easier with optimized customer service

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Why efficient customer service matters in eCommerce

Great customer service directly impacts satisfaction, loyalty and brand reputation. It relies on optimized availability, the right tools and streamlined processes from answering product questions to managing orders and processing returns.

Improve how you manage eCommerce customer service

Make it easy for customers to reach you

Offer support through live chat, email, phone or social media based on your customers’ preferences.

Empower your customers with self-service

A well-structured FAQ and library of guides and tutorials reduces contact volume and return-related questions.

Track every interaction and deliver personalized service

A CRM combined with conversation history helps you organize requests and respond efficiently.

Why live chat is a key driver for conversion

Novatize helps you implement powerful live chat experiences that remove barriers to purchase, answer questions in real time and reduce cart abandonment. We also integrate smart chatbots to handle FAQs while escalating complex issues to your team. The result: faster support, improved efficiency and a better customer experience.

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89%Folder illustration
89% of consumers are more likely to make a repeat purchase from a brand with excellent customer service.Yelda
Returns management

Optimize customer service with better return management

A clear and simple return process builds trust and improves loyalty. Most eCommerce platforms include native return tools, but integrating solutions like Loop Returns or Returnly automates the experience and makes it easier for customers.

Here’s how we help:

Clearly display return policies
We position return information on product pages and throughout checkout to reassure shoppers and reduce hesitation.

Simplify the return process
We implement tools that let customers handle returns in a few clicks, complete with real-time tracking and prepaid labels.

Analyze return trends
We deploy tools that track reasons for returns, helping you refine product pages and reduce future returns.

“Novatize understood our needs and brought our vision and values to life through a website that’s not only efficient, but also human. Their project management impressed me.”

Vicky Stavropoulos

General Manager

La Belle Excuse

Portrait: Vicky Stavropoulos

How to structure a high-performing customer service operation

Identify customer needs

Pinpoint recurring requests and friction points Determine which channels are most frequently used

Choose the right tools

Integrate live chat and CRM to centralize support Use ticketing systems for better tracking

Define clear response processes and timelines

Set up templates for common questions Train your team to deliver fast and personalized service

Optimize return management

Automate tracking for returns and refunds Use analytics to identify and reduce the most common return reasons

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Let’s talk about your next eCommerce initiative