Technological change has been one of the driving forces of business activities in this fast changing international trading scenario. The revolution in information technology and the highly sophisticated communication networks have been gradually changing the way enterprises carryout their business activities both in the domestic arena as well as in the global business transactions. Internet based e-commerce has added a radical new world of business providing friction free arena where millions of buyers and sellers complete their transactions cheaply, instantaneously.
With the penetration of the e-commerce, time and distance are no longer the limiting factors of business activities as the buyers can contact any one of the best sellers through the internet. What is e-commerce? E-commerce (Electronic Commerce) means the application of computers and electronic methodologies for conducting buying and selling among the businessmen and consumers residing in different parts of the world. In a nutshell, in e-commerce , commercial transactions are carried out through the electronic medium of the net.
Again, in the context of the web, a e-commerce site is a web-site which enables a customer to buy products or services from a store that is open 24 hours a day, 7 days a week. What is customer service? “Customer service is a function of how well an organization is able to constantly and consistently exceed the needs of the customer”. Customer service as the component of e-commerce Good Customer service is the life blood of any business.
You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long. Good customer service is all about bringing customers back. And about sending them away happy- happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. The essence of good customer service is forming a relationship with customers-a relationship that the individual customer feels that he would like to pursue.