Last year, CCC uncovered some startling news. Customers told us that when it comes to solving their service requests, they want actually less choice in what service channel/tool they use and more guidance from the company. Turns out, in the abstract more choice sounds great – I mean who doesn’t like choice? But in reality – when faced with an actual issue, customers just want the easiest and fastest way to fix their problem or answer their question – and they are more than willing to be guided by the company to that low-effort path.
And one of the first steps companies take to create a “less choice, more guidance” experience is to complete CCC’s highly popular Issue-to-Channel Mapping Tool (B2C | B2B versions).
This tool helps companies identify the best-fit channel for their top issues. It audits the capability of each service channel to fully resolve a particular issue as measured by the required customer effort and company cost. By repeating this for the top 8-10 issues the company has, the tool develops a map that indicates the better (and worse) channels for each issue.
The tool is a great starting place to figure out where to guide your customers (and we have a whole other section about how to guide them too!).
I’ve walked countless CCC members through this tool and had the privilege of partnering with a few members to guide them in completing this tool. Along the way, I’ve learned a couple of quick pointers that’ll set you up for a successful, productive session: Read More »