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3. What aspects of customer service have contributed to Amazon.com's success?
• Online chatting room: that provides people to help customers with their questions and problem.
• Fulfillment by Amazon (FBA): enables merchants to store inventory and fulfill orders from an Amazon.com fulfillment center. With this innovative program, you can send inventory to an Amazon fulfillment center; when customers place orders, Amazon takes care of packing and shipping the products to your buyers.
• AWS Support:
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
• Support center: This has five categories:
1. Discussion forums.
2. Technical FAQs.
3. Service health dashboard.
4. Trusted adviser notification.
5. Recent cases.
4. What are the differences in the purchasing experience between buying a book at Amazon.com and at a Barnes & Noble brick-and-motor store?
Amazon.com's differs by:
• The physical presence of a book store.
• The online book behemoth cannot provide soft, comfortable couches, music, and gourmet coffee.
• Doesn't allow consumers the opportunity to page through the book before purchasing it.
• Customer-to-customer and customer-to-author interaction.
5. What problems arose when Amazon.com expanded its offerings to products other than books?
• The company faced increasing competition from traditional retailers and e-commerce startups.
• The company risked diluting its brand name by expanding its business to too many lines, too

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