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Glossary

E-Commerce Customer Experience Glossar

Customer experience (CX) covers the entire experience customers have with your online store – from the first interaction to customer service. In this category, we explain key CX terms in e-commerce and show you how to use tools like melibo to optimize the customer experience, simplify processes and strengthen emotional connections.

All
Customer Experience
Customer satisfaction
Order Management
Basics
Customer Experience

Usability in e-commerce

Simple navigation, fast pages and a clear checkout – this is how good usability takes your e-commerce performance to the next level.
Customer Experience

Self-service

What does self-service mean in e-commerce? Learn how a help center, FAQs & chatbots make your support more efficient and customer-friendly.
Customer Experience

Personalization in e-commerce

With personalized product recommendations and individual emails, you make the shopping experience more relevant. Individual store experiences based on user behavior and data lead to more conversions and stronger customer loyalty.
Customer Experience

Optimizing the customer journey in e-commerce

In e-commerce, an optimized customer journey means smooth customer experiences in the awareness, consideration, purchase and post-purchase phases – for loyal customers and higher conversions.
Customer Experience

Omnichannel strategy in e-commerce

Omnichannel means accompanying customers consistently across all channels – online, mobile, social and in-store. With the right strategy, you create a unified, seamless shopping experience.
Customer Experience

Agentic AI

Agentic AI plans and completes multi-step tasks on its own, uses external systems and keeps context. For mid-sized DACH companies, it pays off from around 1,200 tickets per month.
Customer Experience

Conversational analytics

Conversational analytics automatically evaluates chat, email and bot conversations and shows you which concerns keep recurring and what share of your ticket volume can realistically be automated.
Customer Experience

First Contact Resolution (FCR)

First Contact Resolution (FCR) measures how many requests are resolved on first contact. Definition, formula and industry benchmarks.
Customer Experience

First Response Time

In customer service, every minute counts: a short First Response Time (FRT) signals to your customers that their concerns are taken seriously.

Popular authors

Jakob Hubloher

Jakob Hubloher

Jakob combines market knowledge, customer feedback and strategic advice.

Leon Stelzer

Leon Stelzer

Leon knows the real challenges of e-commerce companies.

Felix Stelzer

Felix Stelzer

Felix knows the AI market and automation inside out.

Maximilian Borkowsky

Maximilian Borkowsky

Maxi knows customer service automation inside out.