An alphabetized guide to all relevant live chat,
ecommerce, and TextChat vocabulary and
their definitions.

Customers have questions about your brand, your products or services, your pricing, your sizing, your returns policies, your shipping costs, your warranties, and more. Some of the answers to your customers’ questions can be easily found on your website or social media accounts. Other customer questions can be more difficult to answer and may vary depending on any number of factors. Try to anticipate your customers’ questions as much as possible. A frequently asked questions page (FAQ or FAQs), regular blog posts, informative articles, customer testimonials, and glossaries like this one can be really helpful. But, no matter what, it’s important to be patient with your customers, even when they repeat questions that are already available on your website. There’s no such thing as a stupid question! You may think the answers are obvious, but you spend all your waking hours thinking about your store. Meanwhile, your customers might only have a handful of minutes to spend on browsing your site and learning about your store. Keep this in mind the next time they ask a question that you already know the answer to. Get your customers the answers they need, when they need them, and be respectful of their time and attention.