Explain e-commerce challenges in customer service

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Reference no: EM1325128

Explain E-Commerce Challenges in Customer Service

The main challenges many e-commerce organizations deal with include the following:

Reliability of secure internet transactions
Internet fraud
Scams
Hackers
Adjusting to rapid changes in technological advancements

Integrating efficient automated systems to handle the overwhelming communicative demands from consumers.

"The popularity of e-commerce and online self-service continues to grow, and perhaps surprisingly, so does the commitment of some customers to address their purchase and service issues through the contact center. But with that evolution come several challenges that managers must address." (Compton, 2007).

The Internet has revolutionized the way individuals and business owners conduct business transactions. E-Commerce organizations are obligated to ensure that their organizations are providing consumers a safe, secure and reliable avenue for protecting their privacy and confidential information during purchasing transactions. All forms of data and personal information must be safeguarded to prevent unauthorized usage or possible identity theft. E-Commerce organizations must develop heightened internet security measures to identify the account holder/consumer by verifying personal information that only the account holder would know.

Reference no: EM1325128

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