As the online shopping trend continues to develop, online customer service is becoming essential and turning significant to sustain in the market. However, companies are wary of accepting eCommerce because they feel they cannot offer personalized service and relationships. They always provide customers through other channels. In 2019, an estimated 1.92 billion people purchased goods or services online, and during the same year, e-retail sales surpassed 3.5 trillion U.S. dollars worldwide and as per the statista, ecommerce share of is expected to be 22% of total global sales in 2023, which clearly shows that customers are shifting towards online shopping. Getting eCommerce right actually enhances those customer relationships by working with your sales team that isn’t in competition with them.

People spend more time shopping online than ever before and expect the same shopping experience as in their personal lives, but the requirements for B2B shopping aren’t quite the same. Providing self-service for customers is essential for reproducing a personalized shopping experience. It also takes the strain off your team by eliminating physical and time-consuming tasks like managing waiting times, checking inventory, or tracking payments. Buyers now expect an enhanced B2C online experience. Here are some key differences that are reflected in the account functionality.


This self-service functionality comes up with:

Details regarding the account: Enable customers to update their name, title, shipping, billing addresses, payment card details, and passwords. It may also collect personalized information to fit future content using marketing and merchandising tools. The event reminder option allows users to mark a specific date as a purchase reminder based on the event or date. It is perfect for rearranging simple elements or long-term projects.

View order and order history (from multiple channels): Collect sales orders from any sales channel, even offline (requires integration into an external system where order information is stored, for example, an ERP system) and show it in user accounts. You can then access individual details for each order. You can check each order’s status (both completed and pending) and track each delivery item with additional shipping information.

To know more - https://katalysttech.com/blog/self-serve-maintenance-structure-for-better-customer-services-in-ecommerce/