Why is it so important to understand customer effort in your digital channels? Because when you make it difficult it cuts into your revenue and lowers your CSAT. It may seem obvious, but research shows that the more your customers have to do to accomplish a task or get a question answered, the less likely they are to be loyal to your business.
Despite this, there’s still a big gap between what customers expect and what companies deliver.
Have you thought about where, in your customer service journeys, too much effort is required?
Download this whitepaper to learn six areas in which customers commonly encounter too much effort to find answers on company websites.