Real-time customer communication in e-commerce: improving customer experience, satisfaction and loyalty

Abstract

In the era of business digital transformation, real-time customer communication has attracted a lot of attention. The purpose of the research is to investigate how real-time customer communication affects the success of ecommerce businesses, with an emphasis on how prompt and efficient communication can raise customer satisfaction, lower cancellation rates and make companies accomplish a competitive advantage. The research is focused on examining various real-time communication channels including social media, Chatbots, live chat, etc. Additionally, the study also goes over the advantages of using an Omnichannel communication strategy in e-commerce, emphasizing the value of a cohesive communication strategy and the difficulties in integrating various communication channels. The research methodology includes an analysis of existing research on the given topic and a survey distributed among e-commerce business owners/managers. This study intends to contribute to the field by giving new insights into the impact of real-time customer communication on e-commerce growth, which would be beneficial for policymakers, researchers, and industry practitioners.