Nearly three in four online shoppers - 74 percent - use a retailer's in-store customer-service department to resolve problems, compared with 40 percent using the phone, 16 percent email, 5 percent regular mail, and 3 percent live chat, according to a Forrester study, Internet Retailer reports. Moreover, 71 percent said they were satisfied with in-store customer service, compared with 55 percent for those using the phone for customer service, 44 percent using email, 43 percent live chat, and 40 percent regular mail.