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Customer service may be provided in person (e.g. sales / service representative), or by automated means, [11] such as kiosks, websites, and apps. An advantage of automation is that it can provide service 24 hours a day which can complement face-to-face customer service. [12] There is also economic benefit to the firm.
As the graph shows, requests put in during the morning see a 5-hour median response time; wait until the end of the afternoon, and you're looking at a response time closer to 17 hours.
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