Published: 15 September 2023
Customer service and support leaders should shift their primary focus from managing assisted service interactions to removing value-eroding interactions. Doing so will drive cost benefits, while improving the customer experience, brand and product loyalty.
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Customer service and support leaders focus their time, budget and resources managing interactions coming into service queues without questioning whether those interactions should even be happening.
Seventy-nine percent of service and support leaders stated in a recent Gartner webinar poll that between 21% and 60% of customer demand for service and support can be permanently removed.
A customer who requires a service interaction is four times more likely to drive disloyalty than to drive loyalty. Allowing value-eroding interactions to persist will result in customer value/loyalty erosion.
The single biggest opportunity service and support leaders have to change their economic impact on
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