Research On Communication Mode Of Modern E - Commerce Customer Service

Electronic commerce constantly evolve and means for supporting communication become more complicated and variable as well. Biggest expectations for agility in ways to reach clients are facing companies involved into B2 C cross-border e-commerce. For Chinese businesses the most challenging parts were e-mail and social media channels. Most of Chinese B2 C companies only send after sale e-mails, such as replies on complains about troubles occurred with products, and never use e-mail as a channel for client support to engage clients and collect information. As for social media platforms, Chinese enterprise use them only to promote their products, which has low efficiency. This study analyzes data on e-mail and social media and suggests the ways to use them for better client support performance.This research mainly used quantitative method- information from various reports, benchmarks and statistics was selected for secondary analysis to find general trends for e-commerce business and marketing oriented communication channels. For verification of results and to find applicable solutions research data was analyzed and tested at two companies, Qingdao Hot Hair Co., ltd., and MyGod Technologies Co..Qualitative method was used for making solution theories for setbacks found in results of quantitative method. The solution theories were observed in short run and might be possible in the long run.Deductive approach prevail as research study is based on hypotheses generation and their testing through the empirical observations. In other words, theories were applied in the real world for the purpose of testing and assessing their validity.Meanwhile, the inductive approach was used to develop hypothesis and theories with a view to explaining empirical observation found in the real world.As a result it major obstacles for the most effective implementation of e-commerce client service were revealed. These include, language and cultural barrier,extreme workload and instant material gain orientation, lack of skills at operation over foreign software and Chinese Firewall system. As possible solution few software,skills to train CSR and ways to re-engineer business process were introduced.