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Introduction
Providing outstanding customer service is now a critical requirement for staying competitive. This guide offers actionable insights and strategies tailored to Home and Garden eCommerce, enabling you to master customer support, build loyalty, and drive sales in 2025.
This is of particular importance because, according to Technavio, the Home And Garden Products B2C E-Commerce Market is expected to grow 13.5% by 2028. It says this is largely attributable to the ongoing rise in omnichannel retail — whereby retailers leverage both brick-and-mortar stores and online platforms for sales.
It says: “Rather than viewing physical stores as a replacement for online businesses, companies view the online platform as an essential complement to expand market reach and brand awareness. This multi-channel approach opens sales opportunities beyond geographical limitations, ensuring a broader consumer base and increased revenue potential.”
And this in itself offers Home and Garden eCommerce retailers an opportunity — whether they have bricks and mortar sites or not — as we’ll explore in this guide.
Similarly, Klaviyo’s 2024 State of eCommerce Report showed that 72% of large home and garden retailers have achieved higher profits in the past 12 months, with 70% reporting increased margins. Moreover, nearly all (92%) anticipate revenue growth in the coming year. So there is a moment to be seized here for Home and Garden eCommerce sellers, but it must be done in the right way.
In reaction to this market growth, many home and garden companies (63%) are raising prices, which will drive revenue growth in the short term, but should be tempered with a focus on customer satisfaction and user experience.
Because the industry is undergoing notable shifts, fueled by evolving consumer preferences and market trends unique to this sector. To capitalize on these opportunities, home and garden eCommerce businesses must focus on making strategic decisions in the right areas of their business — namely feedback and customer service.
Why Customer Service Matters for Home & Garden Sellers
Customer support matters in eCommerce, that we know. A staggering 90% of customers in 2024 said that their experience with a brand’s customer service directly influences their purchasing decisions. Moreover, 89% of consumers are likely to make repeat purchases after receiving positive customer service, highlighting its crucial role in customer retention.
Add to that the fact that Home and Garden shoppers have unique expectations. From detailed questions about product compatibility to specific delivery requirements for larger items, meeting these needs with precision and responsiveness is essential. As ManoMano, a leading Home and Garden marketplace and eDesk customer, puts it: “Customer satisfaction is the backbone of our business. Our mission is to make every project — big or small — a success for our customers.”
With the rise of online shopping for DIY, gardening, and home improvement products, customer expectations are higher than ever. Sellers who prioritize excellent support will stand out in this competitive space.
Key Challenges for Home & Garden Sellers
1. Product Complexity
Many customers require detailed information to ensure they purchase the right tools, materials, or plants. Providing clear guidance helps minimize returns and build trust.
2. Delivery Logistics
Many auto parts purchases are time-sensitive. Customers need confidence that their parts will arrive safely and on time.
Home and Garden products often include bulky or fragile items. Managing customer expectations around delivery times, costs, and safety is crucial.
3. Seasonal Demand
Gardening products and home improvement items often experience seasonal spikes. Scaling customer support during peak times is essential to maintain service quality.
4. High Competition
As the Home and Garden eCommerce sector grows, exceptional customer service becomes a key differentiator that encourages repeat business.
Best Practices for Home & Garden eCommerce Support
1. Leverage Customer Support Software
Using tools like eDesk allows sellers to centralize customer queries from marketplaces like ManoMano, Amazon, and eBay. Centralized messaging helps handle high volumes of inquiries efficiently, reducing response times and ensuring accuracy.
2. Build a Robust Knowledge Base
Develop a comprehensive FAQ section addressing common questions like:
- “What type of paint is best for outdoor use?”
- “How do I care for this plant?”
- “What’s the weight limit for this furniture?”
Keep the knowledge base accessible and updated with seasonal advice and product-specific information.
3. Offer Personalized Assistance
Many Home and Garden inquiries require tailored advice, such as selecting the right materials for a DIY project or troubleshooting plant care. Equip your team with detailed product information and ensure they’re trained to provide personalized solutions.
4. Streamline Post-Sale Support
Ensure easy returns and refunds for damaged items and offer proactive follow-ups for items like plants or tools to check customer satisfaction. Exceptional post-sale support can turn one-time buyers into loyal customers.
5. Use AI-Powered Tools
eDesk’s AI-powered responses can automatically address FAQs, freeing your team to focus on more complex queries. Automation ensures fast, consistent service even during peak periods.
The Advantages of a Multichannel Approach
As we eluded to earlier, there are huge opportunities in 2025 for Home and Gardens eCommerce sellers to capitalise on a multi-platform approach.
In fact, we would go so far as to say that adopting a multi-platform selling strategy is essential for home and garden eCommerce retailers aiming to expand their reach and boost sales this year. According to AfterShip, Shopify merchants in the home and garden sector achieved estimated sales of $1.37 trillion, accounting for 6.85% of the market. Similarly, NetSuite SuiteCommerce merchants reported $1.05 trillion in sales, representing 5.26% of the market.
These figures highlight the significant market share captured by retailers utilizing multiple – and diverse — eCommerce platforms. By leveraging multiple platforms, home and garden sellers can tap into various customer bases, enhance brand visibility, and mitigate risks associated with relying on a single sales channel.
Indirect Sales Strategy Opportunities
In the same vein, by adopting an indirect sales strategy by partnering with established online marketplaces, home and garden eCommerce retailers have the opportunity to significantly broaden their customer base and enhance brand visibility. For instance, Houzz, the fourth-largest third-party online marketplace in the US, connects sellers with customers seeking home design and renovation products. With over 20,000 active sellers, Houzz allows retailers to showcase their products to a vast audience actively engaged in home improvement projects.
Additionally, traditional retailers are increasingly launching their own third-party marketplaces, providing independent home and garden sellers with new platforms to reach customers. For example, Michaels, a leading arts and crafts retailer, has introduced an online marketplace offering a curated selection from third-party sellers, aiming to expand its online assortment significantly.
By leveraging indirect sales channels such as these, home and garden eCommerce retailers can tap into established customer bases, reduce marketing costs, and benefit from the trust and credibility associated with well-known platforms. This approach not only drives sales growth but also allows retailers to focus on product development and customer service, leaving the complexities of platform management to the marketplace providers.
Retailers that offer this service include (but are by no means limited to):
- Wayfair
- Houzz
- Amazon
- Walmart Marketplace
- Michaels
But how to do that effectively, given the need we highlighted here earlier, for robust, fast, well-executed customer service, when operating across a range of platforms and channels?
How eDesk Helps Home & Garden Sellers
5K+ eCommerce sellers use eDesk to cut support times in half and increase sales. Our tools are designed to tackle the specific challenges of Home and Garden eCommerce, and can be separated into three stages of the sales process.
Pre-sales support
eDesk helps you manage pre-sales queries across both chat and your inbox, using your inventory, pricing and, and knowledge base to provide accurate answers in seconds
Streamline responses
Give your team a unified smart inbox that automatically gathers all key information—customer, order, product, price, and shipment.
Build loyalty
Delight your customers with speedy, accurate replies. Empower your agents to deliver great support instantly.
Here’s how we do this:
Centralized Messaging
Manage all your customer inquiries across platforms like ManoMano, Amazon, and Shopify in one place. This ensures faster responses and less time switching between platforms.
AI-Powered Responses
Save time by automating answers to frequently asked questions, such as delivery timeframes and care instructions.
eDesk does this for WaveSpas — in fact, we answer 70%+ of WaveSpa’s customer queries in an instant.
WaveSpas is a family-run business providing affordable, cutting-edge leisure products. They offer luxury spas on a friendly budget with a reach from the US to the EU, and plans to expand to the UAE in the near future.
Here’s what Tom Jeffrey – Creative Director and Co-Founder of WaveSpas has to say about the process: “Prior to implementing eDesk, we looked at Gorgias and Zendesk, but found their AI chatbot functionality to be very limited. Gorgias was limited to a knowledge base and wasn’t able to scrape our website for answers, and Zendesk was overly complex. So, opting for Ava by eDesk was an easy decision.”
Insights & Analytics
Use eDesk’s analytics to track customer queries and identify common pain points. These insights can help you refine your product offerings and improve service.
Scaling for Seasonal Peaks
eDesk’s scalability allows you to manage increased inquiries during busy seasons like spring gardening or holiday decorating with ease.
But don’t just take our word for it, here’s what Claire Dusoe, Senior Operations Manager of Cymax Group, a leading online seller of home and office items, has to say: “We strive to provide clear and concise communication because each customer is an invaluable ingredient to our success.
“We love the aesthetic of this tool, the UI is intuitive and user-friendly and it has helped significantly with our workflow and efficiency. The team at eDesk has been very helpful and approachable since we onboarded.”
Accelerate Your Growth in 2025
The Home and Garden eCommerce sector is set to thrive in 2025, driven by growing consumer interest in DIY projects and sustainable living. By prioritizing outstanding customer service and leveraging powerful tools like eDesk, you can turn challenges into opportunities and position your brand as a trusted market leader.
Take the first step toward cultivating a winning customer support strategy today with the help of eDesk’s Home and Garden eCommerce experts.
