Customer Support · Getting help · Component
The abandoned
People who tried to get help and stopped — invisible unless deliberately looked for.
The deliverable
What it is
Abandoned contact attempts do not appear in support statistics, which count contacts that completed. The people who gave up are invisible and some of them leave.
They are findable: abandoned calls, unfinished forms, chats closed before a reply, and searches followed by nothing.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
The consequence
What happens to the people who gave up.
3 attributes: Tried again · Retention · Against those helped
Learn
A support function handling a thousand contacts while two hundred people gave up is not performing as its statistics suggest.
The other components in getting help
The routes
How customers can reach help, and for what — because offering one route fails everyone whose need does not match it.
LearnThe effort
How many steps it takes to reach someone who can help — because difficulty of access predicts loyalty better than satisfaction with the answer.
Learn