Cost and Impact of Channel Switching

1. Channel switching can lead to significant financial losses, with an insurance company saving $141,000 per 500,000 calls by getting just 2 out of 10 customers to self-serve on their website.
2. A conservative estimate suggests that a company with an average deal size of $10,000 could lose $120,000 per year in revenue due to a website that's difficult to navigate.

Customer Experience and Behavior

1. Customers switching between multiple channels (website, chat, phone, email, Skype) to find information or resolve issues leads to increased frustration and lost business.
2. Funneling customers quickly to the information they need on a website, making it easy to find and quick to access, can reduce channel switching and increase sales.

Sales Strategy

1. Reducing customer effort in finding information increases the likelihood of them reaching out to buy, potentially boosting conversion rates and revenue.