E-commerce has been on the rise for several years, but since the pandemic, consumer habits are changing rapidly. Only in the third quarter of 2021, electronic commerce had a turnover of 14,696 million euros, 14.8% more than in the same period of the previous year.
Shopping online is more comfortable and easier for many consumers: 47.43% of Spaniards are in the habit of buying online on a monthly and repeated basis. The ease of buying online does not mean that problems stop appearing.
Once the order is placed, many people do not know how to track the package, want to cancel the order or have doubts about returns, among other issues. As is expected, customers contact the brand to resolve their doubts or incidents.
Strong customer support, where customers are satisfied with the responses and attention received, is key for many buyers.
66% of customers say they would not buy again if the customer service experience is not good.