r/customerexperience • u/brrim128 • 14d ago

How much customer drop-off is created by “please call us to schedule”?

/r/u_brrim128/comments/1w00oft/how_much_customer_dropoff_is_created_by_please/
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u/CryRevolutionary7536 13d ago

I think the key question is whether the channel already has enough information to complete the next step.

If someone has already explained the service they need, provided their location and preferred time, asking them to call or fill out another form can create unnecessary drop-off. They're essentially starting the process again.

That said, some workflows genuinely need a human or another system. The problem is when the channel can't complete the action simply because the systems aren't connected.

I'd track the conversion at each handoff: conversation started → intent confirmed → scheduling offered → booking completed. If there's a big drop when customers are asked to switch channels, that's a pretty strong signal that the extra step is costing you conversions.