How important is it to have a localized customer support?

In recent years, purchasing habits have evolved significantly towards digital. The pandemic we are experiencing this year has even accelerated the shift towards a more digital world and triggered changes in online shopping behaviors that are likely to have lasting effects. In fact, a survey of about 3,700 consumers in nine emerging and developed economies in October 2020 examined how the pandemic has changed the way consumers use ecommerce and digital solutions and found that the COVID-19 pandemic has forever changed online shopping behaviors, with consumers in emerging economies making the greatest shift to online shopping. This worldwide shift means that ecommerce has become the most common and often preferred method of shopping for an ever-increasing number of consumers around the world, taking down country borders and creating new possibilities for brands to target, reach, engage and convert buyers globally.

The COVID-19 pandemic has forever changed online shopping behaviors.

Softline Ecommerce customers know this change very well as they have been selling digital products online for a very long time, some of them for decades. As a result, they know they need to be working on a local scale with a local focus in order to develop their ecommerce activities on a global scale. There are certain things that are especially important to focus on: Local currencies, local payment methods, local languages, regulations, taxes, and of course a top-notch local customer support. It is important to have a good localization strategy when expanding your online business to different markets; otherwise, you will miss out on many opportunities and upside potential. Every online business operating globally has to put special emphasis on how they support and communicate with their local customers, and think how they can better serve and support their customers in ways that are relevant at the local level. As a Merchant of Record (MoR), Softline Ecommerce assists online vendors that sell digital goods in multiple countries around the world, providing a multi-level localized customer service: Optimized confirmation and renewal emails, professional agents with solid product knowledge, a 24/7 service availability, a multi-channel communication (e-mail, phone and online chat) and of course local languages. This customer-centric approach allows Softline Ecommerce to respond to your local customers’ needs and therefore maximize your local customers’ satisfaction. Partnering with Softline Ecommerce will provide you with an all-in-one ecommerce solution for your digital sales, which will save you time and money, as you will not have to be looking for individual partners in every local market you operate in.

Keeping loyal customers is less expensive than getting new ones.

Good customer service is important, as keeping loyal customers is less expensive than getting new ones (research has actually shown that it is five times more expensive to attract new customers than to retain existing ones). When done well, customer service can even be one of the best ways to grow your business, being a point of contact for up-selling and cross-selling your existing customers or helping potential customers decide what product or offer to choose from. Having a great customer service should not be overlooked as it is an important part of the customer journey. If you want to conquer emerging markets successfully and find out more about us and what we can do together, you can contact us directly on our website, via Linkedin or email (


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