Online shoppers may prefer to skip the mall, but they still like to hear those four soothing words, “May I help you?” now and then. In a Yankelovich study, 63% of respondents said they did not finish a transaction online because they couldn’t find the information they needed. It’s not easy for consumers to get assistance when they ask for it, either.
Jupiter Communications found in a recent survey that 42% of 125 top-ranked e-commerce sites took longer than five days to answer customer e-mail queries, never responded at all, or simply weren’t accessible by e-mail. As e-commerce explodes to an estimated
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