🤝 Become an official melibo partner now and earn commissions. 💸

Glossary

melibo e-commerce service glossary

Here you'll find answers and guides on everything around e-commerce customer service and our Customer Service Automation Platform.

Knowledge bases

Knowledge bases are a core building block of modern customer service in e-commerce. They enable fast self-service, relieve support teams and improve the customer experience for good.

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.

Ticket deflection rate

What the ticket deflection rate measures, how it is calculated and which benchmarks apply in 2026 (40–80%). How it differs from FCR, automation rate and containment rate.

NLP (natural language processing)

NLP is the AI discipline that enables computers to understand human language; an LLM is its most modern and powerful form.

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 Effort Score

The Customer Effort Score shows how easy you make it for customers to interact with your store. A low CES means fewer hurdles for customers and more conversions, loyalty and positive user experiences in e-commerce.

Customer satisfaction

Customer Satisfaction Score

The Customer Satisfaction Score (CSAT) measures customer satisfaction after a purchase or service contact. It helps you improve the customer experience in a targeted way and build loyalty in online retail.

Net Promoter Score

The Net Promoter Score (NPS) tells you not only how satisfied your customers are but also how likely they are to recommend you – a decisive competitive advantage.

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.

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.