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Best Buy Drops Email Support in Favor of Live Chat

December 12, 2012
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Best Buy has eliminated the email contact form on its customer service page, saying it's instead pouring more resources into live chat. The option to email the company from the customer service page was pulled last week. The company told Happy Customer that email is "unable to offer the same level of in-the-moment assistance." The decision was also influenced by customer feedback, as 20 percent of respondents to a survey of Best Buy's online shoppers said they prefer live chat.
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No one who's read the business press this year is surprised by this prediction, but it bears repeating: what we're watching here is the slow-motion retail trainwreck that is the demise of once-mighty tech giant Best Buy. In this case, a combination of the "Amazoning" of the consumer retail (particularly electronic) experience, a steady decline in shopping experience and quality, and a dependence on brick-and-mortar over a cohesively evolving web strategy (as well as limited product advantage) has brought Best Buy to its retail knees.
 

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