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E-commerce according to 787,052 customer conversations
The Voice of Customers
E-commerce is evolving fast – and not always in the way you expect.
While businesses invest in chatbots, self-service, and automation, customers are still flooding support teams with the same old questions. At the same time, seasonal spikes in demand are becoming more extreme, and traditional support channels are shifting in unexpected ways.
This whitepaper uncovers the real trends shaping e-commerce customer experience – not just what businesses assume, but what the data shows.
Based on 787,052 customer conversations across 300+ webshops, this report provides actionable insights for e-commerce leaders, customer service teams, and operations managers looking to refine their 2025 strategy.
WHAT DID WE LEARN FROM
787,502 conversations?
- 12% of all orders lead to a customer service request—can your team keep up?
- The busiest week of the year saw almost 3x more tickets than the slowest week.
- “Where is my order?” is still the #1 customer service question (yes, even in 2024).
- Email dominates (55%) but chatbots are replacing live chat and phone support fast.
- Chatbot adoption is rising: 17% of all inquiries were handled automatically in 2024.
- First Contact Resolution dropped 13% in December due to peak season overload.
- Only 6% of customers bother rating support—AI-driven sentiment analysis is the future.