Buyers have instant access to their jobs in progress through automated tracking software. No more missed phone calls to the salesperson or customer service rep. No more guesswork about the status of a print job. Consumers don't select print vendors, the software does. This requires a strong dose of faith from the customer.
Printing is customized manufacturing - every job is new.
Going online to buy books that are already manufactured is one thing. Going online to arrange for the production of unique materials is another. Getting anything printed well requires tight orchestration between the client, designer, and printer. Good printing is as much about preventing mistakes as it is about high-quality craftsmanship. You can build a professional relationship that will serve you for years.