A Forrester Research report revealed that online shoppers expect customer service at every point in the transaction process, not just at the postpurchase stage. And 90% of online shoppers consider good customer service critical when selecting an online merchant.
Here are the customer service features that Forrester found to be most desirable:
Improving customer satisfaction is critical for building customer loyalty and encouraging repeat sales. Any company doing business online will benefit from making an investment in this area.
Source: Forrester Research
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