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As part of FM Outsource's in-depth analysis of the retail sector, the customer service outsourcer surveyed 300 consumers across the UK. They assessed the challenges retail customer service faces in 2021 in the wake of the coronavirus pandemic, and how it can bounce back to deliver what customers want.

FM Outsource culminated the independent data into a white paper report aptly named ‘Re-Examining Retail’, it covers consumers' use of online retail the past year as well as their general attitude toward online customer service – providing retailers with insight to better understand the needs of their customers.

● 64% of consumers do more than half their shopping online
● 1 in 5 customers think online customer service is poor or unhelpful
● Over 30% of customers expect to use live chat for online retailers
● Two-thirds of respondents expect a live chat response...

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