37% of customers are still picking up the phone instead of trying a customer self-service channel, despite most service leaders' efforts to reduce call volume and lower operating costs.
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This research was conducted in consultation with Gartner’s experienced CSS analysts. It is also based on analysis of publicly available search engine information. Gartner also analyzed data from our 2020 Gartner Value Enhancement Survey, in which we asked over 6,000 customers to report on a recent customer experience interaction and the channels they utilized to engage with that organization.
Customer service leaders looking to improve their customer self-service strategy can read this research to learn how external search (i.e., when customers use search engines to find a resolution to their issue) increases assisted service volume and how service leaders can reduce assisted channel utilization by guiding customers toward self-service capabilities at the outset of their service journey.
