The enterprise CX stress test: What happens when customers actually need help?
On-demand webinar
Your dashboard tracks containment, CSAT and handle time. It doesn’t show whether a customer could find your phone number or reach a person.
Parloa’s AI and human agents tested enterprise web, chat, and phone channels like they were the brands’ customers and were deflected more than they were connected. That’s a company design choice, and it’s time enterprises stop driving their customers away.
Watch this on-demand webinar to learn:
Where support access is lacking: 43.3% of sites show no phone or chat option, and only 8.9% of chats resolve the issue.
How to fix the escalation problem (only 10.1% of handoff requests reached a human)
How modern greetings mask outdated infrastructure
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Speakers
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Adam Kaiser
VP, Demand Generation @ Parloa