Research done by both Forrester
Research and BizRate.com
has explored that 37 percent of online consumers use customer
service more from Web retailers than traditional retailers
because of its potential for ease of use and quick response
times.
These consumers also appreciate the ability to seek customer
service from their homes. The preferred method for consumers
to resolve their customer service issues is e-mail, Forrester
found, with the telephone the favorite best method.
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