If you spend dollars to attract customers, you have to make time for service to keep customers. Feedback in the study from 56 companies and 9,513 consumers using web-based technology point to a high risk of losing customers if internet companies continue to deliver less than satisfactory service. Customer service is critical in eCommerce sales.
Successful websites focus on it.
And those that don't may have a short online life span. The sale is only a transaction. It's the follow-up after the sale that determines any relationship. And it's the relationship that will bring customers back. Set response time standards that at least meet customer expectations.