Customer Service on the Net is no different than in a Brick and Mortar operation. Defend or Refute.
Customer Service on the Net is very different than in a Brick and Mortar operation.
First, there is no face to face contact or even voice to voice contact, making the customer service less personal and makes it more difficult for the consumer to communication their problems.
Furthermore, people who do not use a computer often will find it hard to communicate with customer service via a chat console especially if they have an older computer and cannot even get the chat to work ...