Innovations in Electronic Correspondence for e-Commerce Businesses

The progress made in IT and its application in e-commerce has revolutionised businesses. Internet usage after its inception in 1990 expanded drastically. It gave way to possible innovative ways of managing a business. The Internet is altering the notions of conducting business in physical spaces. The age of the digital revolution is making everything digital, from currency to education and businesses. Similarly, innovations are underway in electronic Correspondence for e-commerce businesses.

E-commerce business is all about effective marketing. And electronic correspondence/communication is the key to achieving that. In recent decades, the rapid growth of e-commerce is compelled businesses to take a stand. This refers to finding innovative ways for it. Tech-savvy customers expect businesses to offer personalised options for purchasing goods and services. They demand interactions of purchasing and transactions to be both speedy and swift. E-commerce businesses are also under pressure to follow regulatory laws. Hackers have also become a nuisance. Thus, cyber protection laws demand businesses to instate electronic data security. Online businesses must get digital certificates. They should also enact encryption protocols and tools for securing electronic Correspondence.

This article aims to highlight innovations in electronic Correspondence for e-commerce businesses. Let’s discuss this in detail;

What is E-Commerce?

E-commerce means carrying out business activities such as buying and selling goods and services over the Internet. It is done through websites, along with social media and application services. It includes production management, processing payments, and collaboration with business partners. Information sharing has become easier with the invention of innovative tools. These tools also automate the employee recruitment process and customer services domain. E-commerce relies on mobile technologies, electronic funds transfer, and Internet marketing. Supply chain and inventory management activities are also reliant on the Internet. This further highlights its significance.

What is Electronic Correspondence?

Electronic Correspondence in e-Commerce is communication between businesses and their customers. It also includes Correspondence between businesses on the aspect of sharing information. Electronic Correspondence encompasses transmitting, storing, and viewing information about products and services. So, Electronic Correspondence utilises electronic media such as computers, phones, emails, and videos.

Electronic Correspondence in e-commerce is not limited to email communication as it was in the past. Businesses are also tapping the potential of Information Communication Technology (ICT). They’re doing this to find innovative ways to publish the product and get marketing information. It is becoming the norm in e-commerce. It is also eradicating the traditional methods of dissemination of information. Electronic Correspondence in E-commerce is also utilising innovative tools for offering more personalised options to customers for the delivery of goods and services.

Let’s overview some of the innovative tools used for electronic Correspondence regarding e-Commerce.


Email is the standard practice of businesses. They use it to communicate with employees, suppliers, and customers. Sales and services information is communicated via email to carry out business operations. Many businesses use email for electronic Correspondence. According to the statistics of 2020, almost 306.4 billion emails were sent and received worldwide. The report indicates that this figure will increase to 376.4 billion daily emails by 2025. The rapid increase in email flow risks losing important information for businesses.

Electronic Correspondence via email becomes messy if no strategy is in place or if high-priority information gets lost. For that purpose, innovative tools and software are necessary for effective communication. The following tools can prove useful in the context of efficient Correspondence regarding e-Commerce;

ProProfs Help Desk

  • Utilises round-robin assignment strategy for assigning customer leads to different users in Salesforce.
  • Measures customer satisfaction.
  • Provides chatbot options.
  • Automated email replies.


  • Organises email with tags.
  • Distributes workload equally.
  • Connects with the other tools.


  • Automatically filters spam messages.
  • Forwards high-priority incoming emails.
  • Generates reports on emails.
  • Receives email notifications.
  • Constantly monitors social media interactions and generates customer leads as well.

Live Chat and Instant Messaging

Customers expect businesses to respond to their queries and complaints quickly. E-commerce businesses utilise instant messaging and live chat via the Internet for electronic Correspondence. Instant messaging tools such as Slack and Facebook are much more effective than email or phone communication. Customers can visit the e-commerce business websites on Facebook and send their queries on messenger. E-commerce businesses also have live chat options on their websites. Customers can visit the websites and seek assistance regarding any product or service.

Websites and Blogs

E-commerce businesses with user-friendly websites and blogs enlisting their products and services and prices are more visible to the customers. It is another innovative tool for e-commerce businesses and is cost-effective as well. You will not target potential customers if you don’t have a website or a blog for your e-commerce business. Customers make informed decisions these days regarding goods and services. They first visit the company’s website to get more information about the products and services. Creating a website with product descriptions, catalogues, and captivating pictures is also advisable within this context.

SMS (Short Message Service)

Instant messaging, or SMS, is another effective electronic correspondence tool in e-commerce. 91.69% worldwide own a cell phone and rely on it for daily communication. Worldwide, Statista reported that there are more than six billion users of smartphones. E-commerce businesses that utilise text messaging for it has a wide customer reach. This is because of the following reasons;

  • Provides access to billions of customers.
  • Customers get notifications about the latest products, off-sales, and order confirmation. They also get delivery confirmations and appointment reminders.
  • It is swift.

Phone and Voicemail

Electronic correspondence for e-commerce is now convenient via cloud-based platforms and applications. Slack offers a built-in calling feature that makes it convenient. Cloud phone service allows making calls over the Internet. Cloud platforms can also route voicemails to customers via hosted networks. Twilio utilises the Application Programming Interface (APIS) to engage with customers. It can connect with customers on their preferred channels anywhere in the world. Retail giant Mark & Spencer uses Twilio for its customer services. It also offers personalised support to its customers through it.


Electronic correspondence innovations for e-commerce are changing the entire landscape of physical markets. Businesses to online platforms for marketing and distribution are reaping the benefits of IT. Tech-savvy customers and millennials demand speedy customer service. They also demand online purchasing of goods and services. Those businesses that are still reliant on traditional business methods are becoming redundant. Innovation in it is the key to enhancing competitiveness. It is also related to the gaining of many advantages.

Author Bio:

Amelia Turner wrote this article. She is an expert blogger working with Affordable Dissertation UK, the best platform to get dissertation help services. Due to her interest in emerging business technologies, She loves to write about different business and eCommerce trends.