Trends Report

Companies Miss Opportunities By Steering Customers Away From Human CSRs

February 19th, 2020

Summary

Customers and firms have wildly different expectations for the quality of chatbot conversations. Firms aren’t fooling anybody with their efforts to avoid calls, as customers easily lose their way as they attempt to reach a human service representative. Customers are so fed up with evasive tactics that they share tips on how to reach service representatives and are fighting back with automation of their own.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.