Customers value the businesses which offer a differentiating customer experience. Since the point of entry in an e-store till the departure, for customers the most appealing thing is how they are treated by the CSRs. The shopping experience on an e-store is only rated good when the arrival of customers is acknowledged and they are not put on long waiting queues to get their problems and issues resolved. This is the reason that the e-tailers are turning their focus towards using live chat software as it enables them to deliver a stellar customer experience.
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