Channel-Hopping Customers

When customers don’t get quick answers, they retry across email, chat, and phone, creating duplicate tickets for one issue. This inflates volume metrics, confuses agents, and leads to inconsistent responses and longer resolution times.

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Other Problems for Deflect Support Volume

Repetitive Simple Inquiries Hidden Self-Service Content Untriaged Low-Value Tickets After-Hours Support Gaps Channel-Hopping Customers

Other Goals in Customer Service

Automate Customer Support Boost First-Contact Resolution Personalize Customer Interactions Monitor Service Quality Deflect Support Volume

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