erservicepersonnel,eanewcareer,andthedemandisalsogrowing,Improvetheonlineshopqualityofservicetocustomerisbetterservicetothecustomers,petitivenessoftheonlineshop,Establishingbrandshopandbringingbenefittoshop.Onlinecustomerserviceshouldforthecustomer'sshoes,takethecustomerasthecenter,helpcustomerstosolvetheproblem.thispapercorrespondsfromthebackgroundofthetimes,atfirst,,andthenitanalyzedthepresentsituationofonlineshopcustomerserviceandit’ssignificance,Thethird,itdiscussesonlineshopservicepersonnelskill,CustomerrelationshipmanagementandCustomermarketing,Finallysummarizesonlinecustomerservice'sproblems.Throughtheanalysisofcustomerserviceskills,itImprovescustomerserviceefficiencyandservicequality,enhancesthebrandawareness,andincreasesshopsales.Keywords:CustomerService;onlineshop;marketing;merce
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