The CXperience blog recently posted this fantastic infographic from 8x8. The infographic explains why companies need to provide an effortless sales and support journey in order to create a good customer experience. Problem resolution needs to be quick and easy. 81% of customers who struggle with solving their problem spread negative sentiment. 94% of customer experiencing a low-effort journey intend to repurchase.
As the infographic suggests, having to make contact with a call centre just to be passed from person to person isn't going to provide a good customer experience and will no doubt hurt your reputation and sales.