Customer service and the death of the website

Posted by
Rurik Bradbury
Head of Global Communications and Research
Friday, April 13, 2018 - 12:38

When people started building websites in the mid-’90s, it was under the assumption that e-commerce would very quickly eclipse old-fashioned bricks-and-mortar shopping. But after more than two decades, only 8–9% of sales happen online. It sounds strange to say it, because our smartphone-dependent lives feel quite different from before, but e-commerce on the internet has failed. Read more at Engage Customer.

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