Factors affecting customer service in online commerce

The main purpose of this article is to study the factors that affect customer service in online Commerce. The paper presents the results of a survey of respondents of the online store "Altay-service" in Kirov. The information received confirms the opinions of experts on the consideration of this problem. Based on the results of the work, conclusions are drawn and the main factors that affect the quality of service in online sales are summarized. The main factors that affect the level of customer service in online sales are: the availability of various and timely sales support; the qualification of the consultant; availability and timeliness of delivery, timely order confirmation, simplicity and intuitive clarity of the site, the availability of various payment methods, discounts, promotions, regular updates of the range of services, the use of personalization technologies, as well as the use of technologies that allow processing and structuring information.