Master of Commerce (M.Com.) E Commerce Customer Service and Issues Syllabus - Mumbai University 2026

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Syllabus for E-Commerce Customer Service and Issues

Elective course · Semester 4 · M.Com. E-Commerce · 4 credits · 100 marks

Module I

Unit 1 Introduction to E-Commerce Customer Service
A) E-Commerce Customer Service Overview: Definition and scope of e-commerce
customer service, Importance of customer service in e-commerce success, Impact of customer service on customer loyalty and retention, Trends, and challenges in e- commerce customer service.
B) Customer Service Strategies and Best Practices: Developing customer service
objectives and goals,multi-channel customer support: email, live chat, phone support, and social media, Personalization, and customization in e-commerce customer
service, Proactive vs. reactive customer service approaches.
Unit 2 Technologies for E-Commerce Customer Service
A) Customer Service Platforms and Tools: Overview of customer service software: helpdesk systems, CRM, and ticketing systems, Integration of customer service tools
with e-commerce platforms, Automation and AI-driven customer service solutions: chatbots, virtual assistants, and predictive analytics, Real-time customer support
technologies and strategies.
B) Data-driven Customer Service: Utilizing customer data for personalized service
delivery, Customer feedback analysis and sentiment analysis, Predictive modeling
and recommendation systems for proactive customer service, Privacy and data
security considerations in e-commerce customer service.

Module II

Unit 3 Addressing Customer Issues and Disputes
A) Common Customer Issues in E-Commerce: Order fulfillment and shipping issues, Product inquiries, returns, and exchanges, Payment disputes and fraud prevention, technical support, and website usability issues.
B) Dispute Resolution and Conflict Management: Strategies for handling customer
complaints and escalations, Dispute resolution processes: negotiation, mediation, and arbitration, Legal and regulatory considerations in resolving customer disputes, Building customer trust and loyalty through effective issue resolution.
Unit 4 Customer Relationship Management (CRM) in E-Commerce
A) CRM Strategies for E-Commerce: Customer segmentation and targeting strategies, Customer lifecycle management: acquisition, retention, and reactivation, Loyalty
programs and incentives for repeat purchases, Cross-selling and upselling techniques
in e-commerce.
B) Measuring and Improving Customer Satisfaction: Key performance indicators
(KPIs) for e-commerce customer service, Customer satisfaction surveys and feedback
mechanisms, Continuous improvement in e-commerce customer service processes, Benchmarking against industry standards and competitors.

Reproduced from the University of Mumbai syllabus for M.Com. (E-Commerce) under NEP 2020, in force from the academic year 2023-24. Wording is as printed in that syllabus. Module numbering is as printed there too.

The complete syllabus

This subject is cut from the University circular for its specialisation. Open a document here if you want the whole thing rather than a single subject.

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