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FACT 94% of all online retailers provide email customer service 27% of email inquiries are answered incorrectly The Takeaway Knowledge of the product is more important than speed when emailing a customer, so do everything in your power to get it right the first time, every time. Source: Zak Stambor, Internet Retailer, 2010CHAPTER 5: ONLINE RETAIL 55 HelpScout.net

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