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More and more, online consumers are impatient when trying to purchase online. Many expect answers to their problems instantly, similar to the type of help they would get in-store, suggesting that email and phone customer services alone are not sufficient. Not only will online shoppers leave a website if they do not receive the right customer experience, they may turn to a competitor to meet their needs instead. The key is to engage customers throughout their online journey, both pre- and post-purchase.
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