Published: 04 April 2024
As organizations transform customer service and support demand by eliminating unnecessary interactions and shifting volume to self-service, customer service and support leaders must restructure their organization, capabilities and budget to manage increased complexity.
Seventy-nine percent of customer service and support leaders stated that they believe between 21% and 60% of all customer demand for service can be permanently removed.
Eighty-three percent of leaders stated that between 20% and 40% of all customer demand for service can be redistributed from assisted to self-service.
The majority of service organizations today are designed to manage routine interactions. As more routine interactions are removed and redistributed, what remains is more complex demand, resulting in the need to restructure the organization.
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