Great competition in the e-commerce industry leaves no room for mistakes. The market is vast and harsh, making a great number of businesses easily replaceable. If someone is treating us poorly, we will simply try another business. At least, that is easily manageable in the digital world. This year converted many stores into virtual ones, so the owners needed to adapt quickly. Online shopping became the most convenient and safest solution for the present time, and it seems that the future brings the same settlement. Knowing that customer experience is an emotional connection that supplier nurtures with the consumer, its quality is essential. Now, when people are distressed more than ever, customer support plays an important role in making shopping fun and relaxed again. You certainly appreciate a good recommendation from a trustworthy source, isn’t that right? That positive feedback needs to be earned and that’s why it is reliable. It is harder for us to forget unpleasant experiences rather than nice ones. With that in mind, the whole purchasing process is very important – from the appearance of the online store, pricing, and shipping information, to the customer support agent who is a valuable social business component. The struggle is real both for the beginner and experienced e-commercialist. The delicate situation that we are all in makes our emotional and physical states change. Therefore, we want to provide some useful advice that might help you understand your client’s needs and bring your communication to a higher level.