has just released an infographic about how to provide customer service for Ecommerce, including some interesting statistics about this topic:

  • 90% of customers expect to receive a consistent experience over multiple customer contact channels
  • 78% of customers believe that social media will be the next tier of customer service
  • 46% of online customers expect brands to provide customer service on Facebook
  • 88% of customers are less likely to buy from companies who leave social media complaints unanswered
  • 77% of customers agreed that online chat positively influenced their attitude about the retailer


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