Customer care in the world of online commerce is much more than a problem-solving tool: it is an integral part of an ecommerce marketing strategy.\u00a0To be optimal, customer care requires attention, flexibility, agility and know-how. In the digital age \u2013 and thus in ecommerce-related customer care \u2013 shoppers also expect constant accessibility and the possibility of advice through all channels. According to Accenture research, there is a top 5 list of extremely frustrating experiences for a customer when dealing with customer care: 74% of respondents are very dissatisfied when they have to contact customer service several times with the same requests, 69% don’t like waiting on hold on the phone, 66% find it unpleasant to have to explain the same problem to different employees, 64% are annoyed by employees and self-help systems that can’t solve problems, and 66% complain about rude and unfriendly staff. But how do you avoid getting on this black list? There are a number of factors that are fundamental to good customer care, and they are a good starting point for giving your customers the experience they deserve.<\/p>\n