The internet, without doubt, has played an important role in digitalizing business processes across companies and organizations of all sizes. It has introduced multiple new channels through which businesses can interact with their customers . A report by Gartner, an Information Technology (IT) research institution, reveals that 70% of all customer interactions will move towards digital, more interactive settings and would be experienced on demand through mediums such as web, mobile and social media platforms by 2017. The generation of today understands technology more than ever and require services delivered as quickly as possible, whenever and wherever they desire
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