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Help wanted: How retailers managed the surge in customer service inquiries over the holidays

The coronavirus pandemic spurred more online shopping, more delayed shipments and more customer service inquiries.

Good customer service is an important factor in gaining loyal customers, especially over the holidays. 55% of online shoppers say a past experience with a retailer is a factor when choosing which online retailers to shop with over the holidays, according to a Digital Commerce 360/Bizrate Insights survey of 1,137 online consumers in January 2021. Plus, […]

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