Does outsourcing Customer Service Support viable?

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Hi all. My name is Max and I’m currently in my last year at University. My team and I are doing our thesis regarding the proliferation of eCommerce stores/businesses in the modern era. We have prepared a survey to understand more about it from a business owners’ perspective. It’s just a few questions and hope you could spare us some time to participate in the survey. It would really mean a lot to us! Thank you in advance! 

Survey link:

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