Sixty-two percent of customer service channel transitions are 'high-effort', according to new GartnerCSS research. High-effort transitions impact CX outcomes and selfservice adoption. Learn more here:
“Our research shows the opposite is true: 74% of customers who experience easy transitions to a customer service rep say they’ll return to self-service next time.
between self-service and assisted channels. Seamless transitions improve CX across a range of metrics and boost loyalty, but they also save time and resources. In fact, 93% of respondents reported high customer satisfaction when there was a seamless channel transition. The survey found customersFigure 1.
With 88% of customer journeys starting in self-service touching multiple channels, customer service and support leaders must recognize that creating seamless transitions between those service channels is the key to their digital-first service ambitions.Share customers’ context from self-service with reps.
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