Your customers want to finish what they started.
In short, your customers just want to get in, get stuff done and get out quickly. They have a “to do” list. They have it in hand.
They have a set number of minutes to devote to this issue, and they want this done a.s.a.p.
But, in that same research, nearly a third of consumers surveyed said they couldn’t finish what they started online with their utility and had to call someone instead.
The lesson: Make the customer “to do” list easier to complete.