Published: 13 June 2023
For most service and support organizations, the customer experience is challenged by vertical channel silos. Leaders responsible for improving the customer experience should take a collaborative approach that brings digital, IVR and assisted teams together to create E2E, seamless customer journeys.
Disconnected transitions between self- and assisted-service hurt CX, undermine self-service adoption and waste resources.
Customers may start in digital self-service, but they rarely stay in one place; 88% percent of customer journeys that start in self-service touch multiple channels. And 62% of the time, customers report that transitions between service channels are high-effort.
Organizations tend to manage self-service and assisted-service channels separately. However, this is the most common channel transition for customers, and those who experience seamless transitions to a rep reported spending 27% less time in assisted channels.
Service and support leaders seeking to optimize cross-channel customer journeys must:
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