How to Organize Customer Service for Your Online Clothing Store

Customer service is a fundamental pillar in any business, and in the case of an online clothing store, it's no exception. Customer satisfaction can make the difference between a successful store and one that is not.

In this article, we will present a detailed plan for organizing the customer service of your online clothing store, from workload distribution to the implementation of tools like Zendesk.

Customer Service Team Organization

The first step in providing excellent customer service is to organize your team. To do this, you must consider the volume of emails you receive daily. Setting a maximum number of emails that one person can handle per day is a good way to start. For example, assuming that one person can handle a maximum of approximately 200 emails daily, you need to calculate the average volume of emails that come to your store.

If, for instance, you receive 1,000 emails daily, you will need a team of at least 5 customer service agents. However, keep in mind that the volume of emails may vary depending on the season, promotions, or special events, so it's important to have flexibility in your team.

Inbox Consolidation with Tools

Zendesk is a powerful tool that can help you consolidate all your customer service agents into a single inbox. This streamlines email management and allows you to identify who is responsible for each email, even by the type of inquiry.

You can configure different users in Zendesk to assign emails to specific agents, which expedites the problem-solving process. Additionally, Zendesk offers tracking and metric tools that enable you to assess your team's performance and customer satisfaction.

Emails Categorization

Once you have your team organized in Zendesk, it is essential to categorize emails for efficient service. The three main categories in an online clothing store are typically: sales, order tracking, and after-sales service.

  1. Sales Emails: This category includes emails related to product inquiries, availability, sizes, prices, and discounts. Make sure your team is well-informed about the products and sales policies to provide accurate answers.

  2. Order Tracking: This category encompasses inquiries about the status of orders, shipments, delivery times, and any issues related to the purchasing process. Efficiency in this area is crucial to alleviate customer anxiety.

  3. After-Sales Service: In this category, you handle complaints, returns, exchanges, quality issues, and any other post-purchase matters. Quick and satisfactory resolution of these problems can foster customer loyalty.

Customer Service Guides and Predefined Responses

To ensure consistent and efficient customer service, it's helpful to create customer service guides with solutions to common issues. It's also recommended to develop predefined responses to send based on keywords in emails. This can be easily done in Zendesk.

Customer Service Guides

  • Create detailed guides with answers to frequently asked questions.
  • Include information about shipping policies, returns, and warranties.
  • Regularly update these guides to reflect changes in your business.

Predefined Responses

  • Set up predefined responses for common issues.
  • Use keywords to trigger responses automatically.
  • Customize predefined responses according to the situation.

The use of predefined responses not only saves time but also reduces errors and ensures consistent responses to customers.

In conclusion, organizing customer service in your online clothing store is essential for the success of your business. Calculate email volume, consolidate your team in Zendesk, categorize emails, and create customer service guides and predefined responses. With these steps, you will be on your way to providing exceptional service and setting yourself apart from the competition. Remember that customer service is just like having regular in-store employees, and its importance should not be underestimated.

At Oltex Trading, we can help you create your clothing brand and provide you with tips to stand out in the industry. With over 30 years of experience in the textile sector and generations of expertise, we can assist you.

If you have any questions or doubts the progress of your order, your budget, or any type of design, you can learn more about us on our website at or send us an email at, and we will assist you and clarify everything you need.