One mistake some bricks and mortar companies make when transferring
online is to treat Monday to Friday only a work days. If customers have
problems it is just as likely to be at the weekend or after 'office
hours'. Not answering queries from Friday evening until Monday is not
going to give a good impression in a fast moving consumer goods
business, although it may well be acceptable for b2b services.
Source: http://business.phiz.eu/2013/03/customer-service.html
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