Customer Service Archives

Ozon Adjusts Seller Commission Policy: Lower Logistics Fees, Soaring Commissions

Ozon, Russia’s leading e-commerce platform, has made a significant update to its seller fee structure, effective from June 1, 2024. The headline change? While logistics costs have been reduced, sales commissions have risen sharply—posing new challenges for cross-border and domestic sellers alike. Detailed Breakdown of Ozon’s New Seller Fee Policy The core of Ozon’s recent changes involves two key aspects: Logistics Cost Adjustment: “Last Mile” Fee Slashed First, the seemingly good news—logistics costs have been adjusted. According to Ozon’s official announcements, the upper limit for “last mile” delivery fees has been significantly reduced from 500 rubles to just 25 rubles. (Sources: ennews.com). This indeed lowers fulfillment costs for some orders, especially those shipped to distant locations. Key Change: Significant Increase in Sales Commissions However, sharply contrasting with the logistics savings is a widespread and substantial increase in sales commissions—undoubtedly the most concerning change for sellers. Specifically: Impact on Different Fulfillment Models The policy change impacts sellers differently depending on the fulfillment model they use: FBS (Seller-Fulfilled) Sellers Face Major Challenges For those using the FBS model—where sellers store and ship products themselves—the impact is particularly severe. Data shows that among 697 affected categories, commissions increased in 638 of them, with […]

U.S. E-commerce Faces Widespread Price Hikes: How New Tariffs Are Reshaping the Market

The U.S. e-commerce landscape is undergoing a dramatic shift. Over the past few months, consumers have noticed a sharp rise in product prices across major online platforms like Amazon, Temu, and Shein. This trend is not coincidental—it’s largely driven by recent changes in U.S. tariff policies. In this article, we’ll break down why U.S. e-commerce prices are soaring, how new tariffs are impacting the market, and what it means for consumers and sellers alike. The Immediate Trigger: Tariff Policy Adjustments The most direct cause of the recent price hikes across U.S. e-commerce platforms is the adjustment of U.S. tariff policies. These policies have directly raised the cost of imported goods, and inevitably, this cost pressure is being passed on to consumers. Taking Amazon as an example, since April 9, 2025, nearly a thousand products have seen significant price increases. Reports from Sina Finance and Huanqiu confirm this: data shows that about 930 products were affected, with an average price hike of nearly 30% (source: Sina Finance; source: Huanqiu).Clearly, these increases are not isolated incidents but are widespread across the platform. The hardest hit are sellers whose businesses are based in China or heavily rely on Chinese sourcing and assembly (source: […]

Holiday Customer Service: Turn Stress into Success

The holiday season is a double-edged sword for e-commerce businesses. On one hand, it brings a surge in sales opportunities as consumers are more inclined to shop for gifts and take advantage of holiday deals. However, this also means a significant increase in customer inquiries, often overwhelming the existing customer service team due to potential staff shortages during holidays. Enough Preparations will make this holiday season organized and increase sales Plan Ahead Planning is the foundation of successful holiday customer service. Start by organizing your team, allocating resources, and identifying key dates like Black Friday and Cyber Monday. Create a holiday schedule that ensures your customer service team is well-prepared to handle increased inquiries and transactions. Train Your Staff Invest in thorough training sessions for your customer service team, whether they are existing employees or seasonal hires. Proper training ensures they can communicate effectively, handle high volumes of inquiries, and deliver exceptional service even during peak times. Extend Service Hours Meeting customer expectations means being available when they need you. Extend your customer service team’s hours to ensure timely responses, especially during peak shopping periods. Multi-Channel Platform Offer multiple communication channels, from social media and email to live chat and […]

Lingchat: Intelligent Omni-channel Customer Service Software

Can’t handle inquiries from customers instantaneously? Inconvenient to switch one platform after another? Inefficient to manage customer service? Here, Lingchat helps you to improve your customer service, manage all platforms on one software and auto-generate summaries, to-do items and quality inspection. What is Lingchat? LingChat, an AI-powered customer service platform, enables instant cross-platform integration across Lazada, Shopee, TikTok, and WhatsApp, ensuring real-time message and frictionless platform switching. What can Lingchat do? Sorting Messages It is supportive to sort messages based on store and platform priority to improve reception efficiency. Reception Sellers can reply customers’ messages from Lazada, Shopee, TikTok and WhatsApp in Lingchat. AI Agent We provide chat summaries, to-do list and quality test to help you reply customers’ inquiries faster and smarter. AI Summaries AI Chat Summaries: Lingchat automatically summarizes chat messages for the last two days. It updates summaries on new messages every 10 minutes and display the latest summaries by default. AI Summaries Feedback: You can like or dislike summary, then we will train it and automatically update it based on your feedbacks. Support Languages: Lingchat automatically recognizes the language of messages and summarize in corresponding language. AI To-do List AI List: Lingchat automatically makes chat messages […]

15 Must-Know Live Chat Benefits to Enhance Customer Experiences

Live chat is a communication tool that allows users to interact with a representative or automated system in real time through text-based conversations. It is commonly used on websites, mobile apps, and customer service platforms to provide instant support, answer questions, or assist with tasks. Nowadays, more and more companies are considering live chat as an effective tool to improve conversion rates and improve customer experience. Let’s dive into the 15 must-know live chat benefits for enhanced customer experiences that I believe every business leader should understand. Why Live Chat is a Game-Changer for Customer Experience Before we list the specific benefits, it’s important to grasp why live chat resonates so strongly. It bridges the gap between the instant gratification customers seek and the efficient support businesses need to provide. Unlike email’s delay or phone support’s potential hold times, live chat offers real-time interaction, meeting customers exactly where they are – often, right on your website while they’re considering a purchase or needing help. The 15 Must-Know Live Chat Benefits for Improving Customer Service Based on industry observations and data, here are the core advantages: 1. Instantaneous Customer Support This is perhaps the most obvious benefit. Live chat allows customers […]

E-Commerce Customer Service 50 To-Do Lists to Boost Sales Growth

Hi, I’m Molly Palmer. I’ve seen countless eCommerce businesses strive for growth, but the ones that truly thrive understand a fundamental truth: exceptional customer service is a powerful engine for growth. In today’s competitive online market, simply having a great product isn’t enough. You need to create positive experiences that turn shoppers into loyal advocates. That’s why I’ve put together this comprehensive eCommerce Customer Service To-Do List to Boost Sales Growth. Consider this your checklist for building stronger customer relationships. Why Prioritizing E-Commerce Customer Service is Non-Negotiable Before we dive into the list, let’s quickly touch upon why this matters so much. Excellent customer service directly impacts customer retention, brand reputation, and ultimately, revenue. Studies consistently show that customers are willing to pay more for a better experience, and happy customers are far more likely to return and recommend you to others. Conversely, poor service can drive customers away permanently and lead to negative reviews that damage your brand. Focusing on this to-do list for e-commerce customer service is an investment that pays dividends. The 50 E-Commerce Customer Service To-Do Lists Ready to elevate your customer experience? Let’s break down the 50 tips across key areas: Foundations & Accessibility 1. […]

Manus AI: Revolutionizing Customer Experience with Autonomous Agents

Modern customers expect instant, personalized support across multiple channels. 75% of consumers want more human interaction in customer service, a gap that Manus AI uniquely bridges through its advanced natural language processing. As a general autonomous AI agent, Manus transforms customer support operations. What is Manus AI? Manus AI represents a paradigm in artificial intelligence, emerging as the world’s first fully autonomous AI agent designed specifically to prioritize customer needs. Officially unveiled in March 2025, this groundbreaking technology from China has demonstrated unprecedented capabilities in transforming customer experience through its self-directed operation and adaptive learning systems. What Makes Manus AI Unique? 1. End-to-End Autonomous Operation Unlike conventional AI tools that require constant human oversight, Manus AI operates on what researchers at the MIT Artificial Intelligence Laboratory call “closed-loop autonomy.” The system can independently: 2. Customer-Centric Architecture Dr. Emily Zhang, AI Ethics Chair at Stanford University, notes: “Manus AI’s neural architecture embeds customer satisfaction metrics directly into its decision-making matrix. This fundamentally changes how AI prioritizes human needs.” What is AI Customer Service Assistant? An AI customer service assistant is a smart model that uses artificial intelligence technologies, such as natural language processing (NLP) and machine learning, to interact with customers […]

How to attract customers to your store when you launch an e-commerce website

Launching an e-commerce website comes with an uncomfortable truth: 83% of digital storefronts fail to gain traction within their first 90 days. As a marketing strategist who’s guided 47+ successful e-commerce launches, I’ve discovered a predictable pattern separating winners from those drowning in digital obscurity. This article combines behavioral psychology with hard data to provide solutions for new store owners to attract customers. Pre-Launch: Building Momentum Before Day 1 1. Presale Plays 2. Social Stacking Leverage: Switch Visibility “ON” 3. The Triple Threat SEO Stack 4. Retargeting Conversion Rate The Post-Launch 5. Loyalty Multipliers 6. UGC Conversion Machines 7. The Retention Reactivation Sequence Sustainable Development While these tactics generate immediate traffic, true success lies in systematic optimization. Google Optimize, track customer acquisition cost, and continually refine using session recordings. Remember: The average top-performing e-commerce store reinvests 22% of revenue into marketing, a number that becomes achievable when your launch strategy creates compounding growth.

How to Use Voice of the Customer (VoC): Practical Examples & Explanation

How to Use Voice of the Customer (VoC) is a systematic approach to capturing customer expectations, preferences, and pain points through direct and indirect feedback. According to Gartner, organizations with mature VoC programs achieve 10% higher customer satisfaction scores and 1.5x faster revenue growth compared to peers. How to Use Voice of the Customer (VoC) Strategy: 6 Actionable Steps 1. Define Clear Objectives Align your VoC program with business goals like reducing churn (example: Netflix decreased cancellations by 25% through personalized content recommendations based on viewing feedback). 2. Choose Feedback Channels Combine quantitative and qualitative methods: 3. Analyze With Advanced Tools Leverage AI-powered platforms like Qualtrics XM to: Real-World VoC Examples Case Study 1: DoorDash’s Feedback Loop Implemented real-time delivery experience surveys resulting in: Case Study 2: Weather App Optimization A travel tech company used in-app feedback to: Best Practices From Industry Leaders Proven methods from Forrester’s CX Index leaders: Common VoC Implementation Mistakes Avoid these pitfalls identified in McKinsey’s CX research: Measuring VoC Success Track these KPIs recommended by the CXPA: Metric Industry Benchmark Optimization Tip Response Rate 25-40% Offer loyalty points Sentiment Score 75%+ Positive Use emotion detection AI Getting Started With VoC Begin with these steps from […]

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