Customers Avoid Customer Service

Customers prefer to find solutions to their problems themselves

Service interactions usually lead to disloyalty

Customer service interactions are four times more likely to lead to disloyalty than to loyalty. The fact is that customers would prefer to find solutions to their problems themselves, rather than talk to customer service. 

Decision-Making Resources

Framework
Blueprint for Building a Low-Effort Service Organization

This page outlines the most valuable actions a service organization can take on behalf of its customers and company to reduce customer effort.  

Mapping Tool
Issue-to-Channel Mapping Tool

Identify the channels where your customers are expending the greatest effort (e.g., web, IVR, phone) and which channel offers the greatest opportunity to reduce customer effort.  

Starter Kit
Customer Effort Score 2.0 Starter Kit

Implement the best metric for measuring customer loyalty with key implementation tips and benchmarking data to compare your organization’s performance.

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