In a world filled with countless ways to communicate—IVR systems, SMS, social media, email, and more—customer service has worked hard to adapt to the multichannel environment. But let’s be honest: it still has a long way to go. Here’s a quick question: can your customer service resolve issues through the channel your customers choose? Or do they have to switch channels for issue resolution? If the answer involves channel-hopping, you’re not alone. This is a frustrating reality for most customers and a challenge for many businesses.
Why Customers need to Switch Channels to Resolve Issues
Think about this: you’re a customer trying to solve a problem through your preferred channel—maybe a quick message on social media or a self-service IVR option. Then, you realize you’re not getting the help you need. What happens next? You’re forced to call the customer service hotline or hop onto live chat, hoping for a better outcome.
It’s a common story. Customers are redirected, asked to repeat their issues, and shuffled between channels. This wastes their time and leaves them frustrated.
What Customers Want
Here’s the kicker: most customers don’t want to switch channels. If their first attempt doesn’t solve the problem, they’re likely to stick with the same channel for follow-ups—whether it’s web self-service, IVR, or another platform.
But when they do switch, it’s rarely because they want to. Instead, it’s the channel that fails them.
- 79% of customers who needed a second contact used web self-service again.
- 81% of customers who started with IVR returned to it for follow-ups.
Customers only switch when their original channel doesn’t get the job done.
Why Call Centers Still Shine
When all else fails, customers turn to the call center. It’s not just a fallback—it’s often the only place where their problems can be solved.
Why do call centers still stand out?
- They handle complexity. Call centers are equipped to deal with the issues other channels can’t resolve.
- They offer resolution. Among all channels, call centers consistently deliver the highest first-contact resolution rates.
- They provide a personal touch. Customers trust that speaking to a human will lead to a solution.
It’s no surprise that call centers remain a customer favorite when it comes to solving tough problems.
The Problem with Multichannel Customer Service
Despite having multiple channels available, most businesses aren’t delivering a seamless experience across them. Customers still feel like they’re being bounced around, forced to repeat their issues, and left waiting for a resolution.
The result? Frustrated customers who are less likely to trust your brand.
How to Fix the Problem of Customers needing to Switch Channels for Issue resolution
The solution lies in creating a truly connected customer experience across all channels. Here’s how businesses can get there:
- Invest in Better Technology: Use AI and real-time data sharing to improve each channel’s ability to resolve issues.
- Seamlessly Integrate Channels: Ensure that when customers switch channels, their information and context travel with them.
- Empower Call Centers: Make call centers the ultimate safety net by equipping agents with the tools and training to handle escalations effectively.
At Fusion CX, We’re Redefining Multichannel Support
At Fusion CX, we know the frustration of channel-hopping, and we’re on a mission to eliminate it. Our solutions integrate advanced technology, real-time data sharing, and human expertise to create seamless experiences for customers—no matter the channel they choose.
Are you ready to provide the effortless, frustration-free service your customers deserve?
Contact Fusion CX today to learn how we can help you build a better, more connected customer service experience.
