The Customer Service Lies eCommerce Brands Keep Telling Themselves

“We’ve got support covered.”

“Customers are fine using the contact form.”

“Our chatbot handles everything.”

Sound familiar?

These aren’t just common beliefs—they’re dangerous lies. And they’re quietly killing your conversions, customer trust, and long-term growth. Let’s break down the myths and show you why it's time to rethink your approach to eCommerce customer service.

Lie #1: “Our Chatbot Is Good Enough”

Sure, AI has come a long way. But here’s the truth: Chatbots can answer questions. They can’t build relationships. When a shopper’s order is late, their billing didn’t go through, or they need help picking the right product, they don’t want a canned reply. They want a real person who can understand the nuance, answer in context, and care. And here’s the kicker: Most cart abandonments happen because of uncertainty, not lack of interest. No bot will reassure someone the way a live voice can.

Lie #2: “Our Contact Form Works Fine”

Let’s talk about the black hole of customer service. Shoppers submit a question and… wait. And wait. And maybe get a response a day later. Or not at all. In eCommerce, speed matters. If someone’s trying to figure out if your jacket runs small or if the vitamin they’re ordering is gluten-free, they’re not waiting 12 hours. They’re bouncing to a competitor who picks up the phone.

Lie #3: “Our Product Is So Good, It Sells Itself”

Congrats on your product—really. But the hard truth? No product is so good it can overcome a bad support experience. Customer experience is the brand now. And if people are left feeling ignored, confused, or frustrated, they’ll ghost you—no matter how great your item is.

Lie #4: “We Don’t Get That Many Support Calls Anyway”

This one’s especially sneaky. You may not be getting calls because people don’t think you take them. If there’s no visible number, no real-time help, and no indication that humans are available, people won’t bother trying. But that doesn’t mean they’re not confused, stuck, or ready to bail. When we’ve added real-time phone support for clients, they don’t just get more calls—they get more conversions, fewer returns, and stronger retention.

The Truth: Real Humans Still Close Sales

Every day, people call eCommerce brands for one simple reason: They want to make sure they’re not making a mistake. Maybe they want to confirm shipping time. Maybe they’re unsure about fit. Maybe they’ve never heard of your brand and want to hear a human voice before handing over their credit card. Whatever the reason—that one conversation can make the difference between a sale and a bounce.

Ready for the Fix?

You don’t need to build a huge internal support team. You just need a dedicated eCommerce call center partner that understands your brand, your customers, and how to turn phone calls into profit. At MSUSA, we deliver trained agents who know how to sell, serve, and support at the speed your buyers expect.

Let’s help you replace the lies with results: