CSG Solutions for Customer Care
The Customer Care Experience That Builds Trust A majority of consumers (55%) said customer experience has gotten worse in the past year, according to a recent survey. A leading cause? Poor customer support. That’s a major problem for brands considering that CX remains one of the most important factors in determining whether they stay with a brand or abandon it. Three-quarters of consumers said high-quality customer support is very-to-extremely important in building their trust in a brand, according to PwC.
88%
of customers have stopped doing business with a company due to poor customer service
Why aren’t customer care experiences meeting customer expectations? Too many difficult, disconnected experiences. Even as businesses drive customers to digital self-service, 74% of customer service journeys still use more than one channel, and 36% span three or more, according to Gartner, Inc. Many businesses struggle to connect these channels effectively, and the more channels a customer uses, the more likely they are to disconnect.
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