In this recent piece I wrote about current practices by online merchants, it’s clear that major momentum is fueling the rise in e-commerce. The piece details a recent survey by Chicago-based The E-tailing Group, which shows that merchants are using an ever more sophisticated array of tools, like alternate photos views and enhanced audio and video features. On the other hand, the survey notes that online customer service has declined since last year, as if merchants are feeling fat and happy enough to take their time responding to shoppers.