Disconnected transitions between self-service and assisted-service hurt customer experience (CX), undermine self-service adoption, waste resources and leave customers frustrated as they toggle between multiple channels. Gartner examined more than 6,000 customer journeys to help customer service and support leaders better understand customer behavior, preferences and expectations around CX.
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GLOLatest paper from Gartner on seamless CX between different marketing channels.
Building a connected customer journey has typically been a struggle for customer service and support. Disconnected transitions between self-service and assisted-service hurt customer experience (CX), undermine self-service adoption, waste resources and leave customers frustrated as they toggle between multiple channels.
Gartner examined more than 6,000 customer journeys to help customer service and support leaders better understand customer behavior, preferences and expectations around CX.
3 key steps:
- Create horizontal customer service experiences
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Source: Gartner- Establish a cross functional service and support team
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Source: Gartner
- Leverage common technology across service channels
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Source: Gartner
