The Effortless Experience

low effort beats channel choice by a landslide. We found that a whopping 84 percent of customers simply want their issue resolved as quickly and easily as possible—and

which channel is the worst for your most common issues, and ensure that customers don’t inadvertently choose that option.

Not only are customer preferences shifting away from live service, but the way in which customers want to engage with companies through new self-serve channels is exactly the opposite of what most service leaders assume.

“Based on what you told us, your issue is kinda tricky. Let’s have a quick phone call because that would be much easier for you and us.”

majority of the live phone calls they’re taking every day are from customers who already tried to self-serve.

service leaders believe that customers prefer phone service two and a half times more than online self-service—mainly because companies believe their customers want some sort of personal relationship with them.

companies tend to grossly underestimate the benefit of simply meeting customer expectations. In a world in which customer expectations are significantly inflated and seemingly on the rise all the time, what we find is that customers are in fact quite happy to simply get what was promised them. If there happens to be a problem, just resolve it quick

information is presented on the web, simplicity matters a lot.

the channel selection should not be the issue; the customer’s issue is the issue.