Customer Service Online? What's that?

Today, in the online business world, customer service is almost forgotten. Traditional business models have always emphasized customer service and rightfully so. But when it comes to customer service in online shopping, we don't see it much. All of us have experienced the situation where we have a hundred questions about the product we are trying to buy, but information is hard to find on any website. Sometimes, you end up going to the local store just because you can talk to a customer service rep. Recently, I had the opportunity to give a short talk regarding this. I hope you enjoy watching it as well. As usual, any comments are most welcome (both good and bad.)