It’s hard to get that, but it’s the truth.
People that explore your shop in search of a product to buy are human beings as well as you, in the flesh, and as such, they think, reflect and ask questions.
You know when you’re in front of a product on the shop shelf, you’re ready to buy, but nobody comes to help and settle issues regarding shipping, packaging, building materials and so on?
You try to discover the solution to your queries in vain, but nobody is listening, you grow increasingly overcome with irritation and finally leave the shop dissatisfied and terribly upset.
On the web, this tendency is blown out of proportion and every single question left without solution turns into a lost transaction in no time. And for those few people that take the next step to send an email and ask, the waiting period makes their unhappiness even worse.