Having Disconnected or Hard to Navigate Channels
Forrester data shows that 55 percent of U.S. adults are likely to abandon their online purchase if they can't find a quick solution. Some businesses try to distance themselves from customers while others just fail to connect. The IRS literally failed to connect with callers this past tax season. Both situations provide customers with a reason to turn to the competition.
Solution: Provide customers with the ability to contact customer service via a variety of channels. Customers should be able to pick up where they left off on one channel and continue the conversation on another. For example, while online forums are becoming the status quo, not all business has abandoned the traditional 1-800 numbers. Not to mention, customer service contact information needs to be readily accessible and easy to find.