Published: 25 June 2024
By optimizing the processes and workflows reps use for issue resolution, customer service and support leaders can enhance their efficiency and customer experience. Service leaders can use this research to evaluate alternatives, such as pods and swarming, to the traditional tiered delivery model.
Eighty-three percent of leaders state that between 20% and 40% of all customer demand for service can be redirected from assisted to self-service channels. As organizations enhance their self-service capabilities and focus on value-driven services, customer contacts in assisted channels will get more complex.
The traditional tiered model poses challenges for organizations in delivering a low-effort experience for complex customer queries due to multiple escalations, long wait times and the need for customers to repeat information. Only 19% of service leaders are considering switching their service delivery model.
To efficiently handle complex customer issues in assisted-service channels, customer service
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