Certificate in E-commerce Customer Service Metrics and KPIs

Name: Certificate in E-commerce Customer Service Metrics and KPIs
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The Certificate in E-commerce Customer Service Metrics and KPIs is a comprehensive course that equips learners with the essential skills to excel in customer service roles within the e-commerce industry. This program emphasizes the importance of tracking and analyzing key performance indicators (KPIs) to optimize customer service strategies and drive business growth.

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AboutThisCourse

In today's digital age, e-commerce customer service has become a critical differentiator for businesses, making this course increasingly relevant and in-demand. By mastering the concepts covered in this program, learners can enhance their career prospects and contribute significantly to their organizations' success. Throughout the course, learners will gain hands-on experience in measuring and improving customer service metrics, understanding customer expectations, and leveraging data-driven insights to make informed decisions. As a result, they will be well-prepared to tackle real-world challenges and advance in their e-commerce customer service careers.

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CourseDetails

• Understanding E-commerce Customer Service Metrics
• Importance of Key Performance Indicators (KPIs) in E-commerce Customer Service
• Common E-commerce Customer Service Metrics: Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES)
• Analyzing Response Time and Resolution Rate in E-commerce Customer Service
• Measuring Escalation Rate and First Contact Resolution (FCR) in E-commerce Customer Service
• E-commerce Customer Service Channels: Email, Phone, Chat, and Social Media Metrics
• Tracking Customer Retention and Churn Rate in E-commerce Customer Service
• Using Customer Lifetime Value (CLV) and Cost of Customer Acquisition (CAC) in E-commerce Customer Service
• Implementing A/B Testing and Continuous Improvement in E-commerce Customer Service Metrics and KPIs

CareerPath

The **Certificate in E-commerce Customer Service Metrics and KPIs** is designed to equip professionals with essential skills and knowledge in e-commerce customer service. This program focuses on enhancing your ability to understand and apply various metrics and KPIs to improve customer satisfaction, drive sales, and optimize services in the e-commerce industry. In the UK job market, the demand for professionals with expertise in e-commerce customer service has been growing steadily. Key skills in customer service, data analysis, e-commerce, CRM software, and communication have been identified as crucial for success in this field. The provided 3D pie chart showcases the percentage of job demand for these core skills in the UK e-commerce customer service industry: 1. Customer Service (45%) 2. Data Analysis (25%) 3. E-commerce (15%) 4. CRM Software (10%) 5. Communication Skills (5%) By gaining proficiency in these areas, professionals can unlock better job opportunities, higher salaries, and improved career growth in the e-commerce customer service sector.

EntryRequirements

BasicUnderstandingSubject
ProficiencyEnglish
ComputerInternetAccess
BasicComputerSkills
DedicationCompleteCourse

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FastTrack GBP £140

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ThreeFourHoursPerWeek
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StandardMode GBP £90

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TwoThreeHoursPerWeek
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CERTIFICATE IN E-COMMERCE CUSTOMER SERVICE METRICS AND KPIS

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London School of International Business (LSIB)

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05 May 2025

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