How the Pandemic has Shifted E-commerce Behaviors

Consumer preferences have changed as a result of the pandemic-era transition toward e-commerce. For most retail brands, online services have evolved from a value-add to a key client touchpoint. The role of virtual customer service, as the primary channel for customer interactions, is at an all-time high.

Customer service in e-commerce introduces new problems and stresses. To begin with, at-home consumers are…

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