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Customer service may be provided in person (e.g. sales / service representative), or by automated means, [11] such as kiosks, websites, and apps. An advantage of automation is that it can provide service 24 hours a day which can complement face-to-face customer service. [12] There is also economic benefit to the firm.
"Large companies like Amazon are able to staff their customer service 24/7, but most companies are not," points out Boonin. The fact that median response time is listed in hours, rather than ...