There is a common misconception that in the year 2014 the need for exemplary customer service (and online customer service in particular) has been fully internalized and acknowledged. That most Software as a Service (SaaS) owners are fully aware of its important role in customer onboarding and retention. I regret to say we are still a very long way from this utopia. A lot of work still needs to be put into improving online customer service for many SaaS and eCommerce sites.
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