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In a physical store offline, the product a customer wishes to purchase is often right in front of their eyes.
This helps to answer any question the customer has quickly, whether through their own observance or with the help of a store employee. The process of getting answers is usually more complicated, forcing the customer to either pick up the phone and wait on hold for the help they desire, or send an e-mail and then wait patiently for a response.
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In reality they don't wait, often spending their money on another site where they are able to get their questions answered immediately.
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