Surfers who visit a site's customer service comprise only 39% of online shoppers but they also account for 50% of total consumer online spending, according to Cyber Dialogue. The number of online
customer service users doubled in 1999, growing to 12.1 million people. This group spends more time online, places more orders, and spends more money online than shoppers who do not use online
customer service – an average of $1,442 per year vs $774 per year.