It’s mind boggling to see how many businesses are super motivated to sell online (for obvious reasons) but NOT as motivated to offer customer service online.
IMHO – it shows a complete lack of understanding of users.
Those who are comfortable with buying on the internet – saving your business resources, time, money… are also those who would hate calling your business or worse, coming physically to it to get service.
Trying to only benefit from what online has to offer but not take the perhaps-painful-road to go all the way will only hurt your brand in the long run.
