{"id":78683,"date":"2026-08-13T16:16:20","date_gmt":"2026-08-13T20:16:20","guid":{"rendered":"https:\/\/www.smartcommunications.com\/?post_type=faq&#038;p=78683"},"modified":"2026-08-13T16:16:20","modified_gmt":"2026-08-13T20:16:20","slug":"why-do-customers-contact-customer-service-instead-of-completing-a-process-digitally","status":"publish","type":"faq","link":"https:\/\/www.smartcommunications.com\/de\/resources\/blog\/faq\/why-do-customers-contact-customer-service-instead-of-completing-a-process-digitally\/","title":{"rendered":"Why do customers contact customer service instead of completing a process digitally?"},"content":{"rendered":"<div class=\"ewa-rteLine\">Unclear communications are the leading reason consumers contact customer service rather than completing a process digitally. This issue was cited by 43% of respondents in Smart Communications\u2019 2026 Customer Experience Benchmark, rising to 45% in financial services, 46% in insurance, 47% in healthcare and 49% in government. Other causes include being unable to access a required document at 35%, uncertainty about whether a submission went through at 34%, and inconsistent information between communications and digital channels at 32%. Improving clarity and process visibility can reduce avoidable customer effort and service demand.<\/div>\n<div class=\"ewa-rteLine\"><\/div>\n<div class=\"ewa-rteLine\">Explore the <a href=\"https:\/\/www.smartcommunications.com\/resources\/benchmark-report\/\">2026 Customer Experience Benchmark Research<\/a>.<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Unclear communications are the leading reason consumers contact customer service rather than completing a process digitally. This issue was cited by 43% of respondents in Smart Communications\u2019 2026 Customer Experience&#8230;<\/p>\n","protected":false},"template":"","meta":{"_acf_changed":false},"tags":[],"faq-category":[148],"industry":[143],"class_list":{"0":"post-78683","1":"faq","2":"type-faq","3":"status-publish","5":"faq-category-customer-experience-research","6":"industry-all-industries"},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Why do customers contact customer service instead of completing a process digitally? - Smart Communications<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.smartcommunications.com\/resources\/blog\/faq\/why-do-customers-contact-customer-service-instead-of-completing-a-process-digitally\/\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why do customers contact customer service instead of completing a process digitally? - Smart Communications\" \/>\n<meta property=\"og:description\" content=\"Unclear communications are the leading reason consumers contact customer service rather than completing a process digitally. This issue was cited by 43% of respondents in Smart Communications\u2019 2026 Customer Experience...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.smartcommunications.com\/resources\/blog\/faq\/why-do-customers-contact-customer-service-instead-of-completing-a-process-digitally\/\" \/>\n<meta property=\"og:site_name\" content=\"Smart Communications\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.smartcommunications.com\/wp-content\/uploads\/Generic-Smart-Media-Card-blueBG.png\" \/>\n\t<meta property=\"og:image:width\" content=\"725\" \/>\n\t<meta property=\"og:image:height\" content=\"358\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@CCMInnovators\" \/>\n<meta name=\"twitter:label1\" content=\"Gesch\u00e4tzte Lesezeit\" \/>\n\t<meta name=\"twitter:data1\" content=\"1\u00a0Minute\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Why do customers contact customer service instead of completing a process digitally? - Smart Communications","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.smartcommunications.com\/resources\/blog\/faq\/why-do-customers-contact-customer-service-instead-of-completing-a-process-digitally\/","og_locale":"de_DE","og_type":"article","og_title":"Why do customers contact customer service instead of completing a process digitally? - Smart Communications","og_description":"Unclear communications are the leading reason consumers contact customer service rather than completing a process digitally. This issue was cited by 43% of respondents in Smart Communications\u2019 2026 Customer Experience...","og_url":"https:\/\/www.smartcommunications.com\/resources\/blog\/faq\/why-do-customers-contact-customer-service-instead-of-completing-a-process-digitally\/","og_site_name":"Smart Communications","og_image":[{"width":725,"height":358,"url":"https:\/\/www.smartcommunications.com\/wp-content\/uploads\/Generic-Smart-Media-Card-blueBG.png","type":"image\/png"}],"twitter_card":"summary_large_image","twitter_site":"@CCMInnovators","twitter_misc":{"Gesch\u00e4tzte Lesezeit":"1\u00a0Minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.smartcommunications.com\/resources\/blog\/faq\/why-do-customers-contact-customer-service-instead-of-completing-a-process-digitally\/","url":"https:\/\/www.smartcommunications.com\/resources\/blog\/faq\/why-do-customers-contact-customer-service-instead-of-completing-a-process-digitally\/","name":"Why do customers contact customer service instead of completing a process digitally? - Smart Communications","isPartOf":{"@id":"https:\/\/www.smartcommunications.com\/#website"},"datePublished":"2026-08-13T20:16:20+00:00","breadcrumb":{"@id":"https:\/\/www.smartcommunications.com\/resources\/blog\/faq\/why-do-customers-contact-customer-service-instead-of-completing-a-process-digitally\/#breadcrumb"},"inLanguage":"de","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.smartcommunications.com\/resources\/blog\/faq\/why-do-customers-contact-customer-service-instead-of-completing-a-process-digitally\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.smartcommunications.com\/resources\/blog\/faq\/why-do-customers-contact-customer-service-instead-of-completing-a-process-digitally\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.smartcommunications.com\/de\/"},{"@type":"ListItem","position":2,"name":"Why do customers contact customer service instead of completing a process digitally?"}]},{"@type":"WebSite","@id":"https:\/\/www.smartcommunications.com\/#website","url":"https:\/\/www.smartcommunications.com\/","name":"Smart Communications","description":"Customer Communication Management Software","publisher":{"@id":"https:\/\/www.smartcommunications.com\/#organization"},"alternateName":"Smart Communications","inLanguage":"de"},{"@type":"Organization","@id":"https:\/\/www.smartcommunications.com\/#organization","name":"Smart Communications","alternateName":"Smart Communications","url":"https:\/\/www.smartcommunications.com\/","logo":{"@type":"ImageObject","inLanguage":"de","@id":"https:\/\/www.smartcommunications.com\/#\/schema\/logo\/image\/","url":"https:\/\/www.smartcommunications.com\/wp-content\/uploads\/2017\/03\/Nav_logo_color_hires.png","contentUrl":"https:\/\/www.smartcommunications.com\/wp-content\/uploads\/2017\/03\/Nav_logo_color_hires.png","width":415,"height":140,"caption":"Smart Communications"},"image":{"@id":"https:\/\/www.smartcommunications.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/x.com\/CCMInnovators","https:\/\/www.linkedin.com\/company\/smart-communications.\/"]}]}},"_links":{"self":[{"href":"https:\/\/www.smartcommunications.com\/de\/wp-json\/wp\/v2\/faq\/78683","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.smartcommunications.com\/de\/wp-json\/wp\/v2\/faq"}],"about":[{"href":"https:\/\/www.smartcommunications.com\/de\/wp-json\/wp\/v2\/types\/faq"}],"wp:attachment":[{"href":"https:\/\/www.smartcommunications.com\/de\/wp-json\/wp\/v2\/media?parent=78683"}],"wp:term":[{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.smartcommunications.com\/de\/wp-json\/wp\/v2\/tags?post=78683"},{"taxonomy":"faq-category","embeddable":true,"href":"https:\/\/www.smartcommunications.com\/de\/wp-json\/wp\/v2\/faq-category?post=78683"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/www.smartcommunications.com\/de\/wp-json\/wp\/v2\/industry?post=78683"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}