Abstract:

Electronic commerce (e-commerce) has changed the process of buying, selling and exchanging products, services or information via computer networks. The aim of the study was to analyse the e-commerce market together with the customer service process. The research methods used a literature analysis and an indirect diagnostic survey. Customers of e-commerce stores expect the highest standards of customer service, related to timeliness and cost of delivery, descriptions and a wide selection of products, or the possibility of returning them. Courier and logistics companies strive to meet the needs and expectations of the consumer by focusing on optimal solutions to help eliminate the delivery problem.