Gartner：打造无缝客户服务体验的5个步骤（2024）（英文版）（12页）.pdf

1、Break Down Channel Silos for a Better Customer Service Experience1Gartner for Customer Service&Support Leaders Follow Us on LinkedIn Become a Client 5 actions to enable customers to solve their problems more easilyBreak Down Channel Silos for a Better Customer Service ExperienceBreak Down Channel Si

2、los for a Better Customer Service Experience2Gartner for Customer Service&Support Leaders Follow Us on LinkedIn Become a Client Building a connected customer journey has typically been a struggle for customer service and support Gartner examined more than 6,000 customer journeys to help customer ser

3、vice and support(CSS)leaders understand customer behavior,preferences and expectations around customer experience(CX).We learned that disconnected transitions between self-service and assisted-service hurt CX,undermine self-service adoption,waste resources and leave customers frustrated as they togg

4、le between multiple channels.88%of customer journeys that start in self-service touch multiple channels.62%of the time,customers report that transitions between service channels are high-effort.Of all customer journeys,31%begin and end in a live channel(i.e.,agent-assisted channel).Only 13%begin and

5、 remain in self-service.Source:GartnerBreak Down Channel Silos for a Better Customer Service Experience3Gartner for Customer Service&Support Leaders Follow Us on LinkedIn Become a Client Vertical channel silos make the vision of seamless CX seem elusive Channel silos create barriers to seamless CX t

6、hat most service and support organizations find hard to break through.Service organizations typically want customers to begin their journeys in self-service.But whether by design or because customers are unable to resolve issues on their own,not all journeys can be wholly contained within self-servi