There is no doubt that great customer service has a significant impact on a company's sales and growth strategy, with 89% of customers more likely to make another purchase after a positive experience. Corporate spending on customer service teams and support continues to increase across various industries, including retail, ecommerce marketplaces, media, SaaS, and social media. However, poor customer service can have severe consequences, such as a 58% likelihood of customers switching companies and an 80% repeat switch if the issue persists. As consumers increasingly turn to online spaces, companies must adapt to new user behavior and expectations to stay relevant. Self-service solutions are becoming increasingly popular, with 69% of consumers preferring independent problem resolution, yet only one-third of companies offer such options. Online retail companies can provide seamless customer journeys by integrating support-related content into their websites, while some brands use dedicated support pages, comprehensive resources, and AI-powered highlighting to enhance the customer experience.