eCommerce in 2026: Hire More Support Agents… or Automate Smarter?
The eCommerce boom didn’t just change how people shop. It permanently changed how fast customers expect answers . In 2026, shoppers don’t just compare prices and products — they compare experiences . If they don’t get quick, clear support, they move to another store in seconds. For growing online brands, this creates a major operational question: Should we keep hiring more customer support agents, or should we automate smarter? The answer isn’t as simple as choosing one over the other. But understanding where each fits can determine whether your eCommerce business scales smoothly — or collapses under customer service pressure. Why Customer Expectations in eCommerce Are at an All-Time High Online shopping has trained customers to expect: Real-time order tracking Instant responses to queries Seamless returns and refunds 24/7 availability Proactive updates on delays or issues When a customer sends a message like “Where is my order?” , they’re not expecting ...