Why Customers Hate Repeating Themselves (And How to Fix It Finally)
Abisola Fagbiye is a Customer Experience Strategist and Microsoft 365 Productivity Consultant with a Professional Diploma in CX from The CX Academy, Ireland. A WiCX member, she transforms how businesses connect with customers, turning interactions into drivers of loyalty and growth.
Sharing your problem with a chatbot, then an agent, and then another after being transferred isn't just about frustration with the original issue, it's about feeling furious at a company that can't remember a conversation just two minutes ago. This one failure causes more customer loss than product issues do, yet many companies still struggle to connect their systems.
When you explain your problem to a chatbot, then to a first agent, and again after being transferred, it can feel exhausting. By the fourth time, your frustration isn’t just about the original issue, it’s about the company’s inability to remember your conversation even after just a few minutes. This kind of experience can make customers feel ignored and undervalued, which is why connecting systems to create a seamless experience is so important.
Research from Aspect Software reveals that 75% of customers expect consistent service across all channels. Meanwhile, over half of them say that having to repeat their issue multiple times is enough to make them abandon a brand, according to Accenture research. To improve, companies should establish clear KPIs for omnichannel success, such as first contact resolution rates and customer satisfaction scores. Investing in these metrics helps track progress and encourages continuous improvement in omnichannel engagement.
True omnichannel customer experience means continuity
Whenever a customer transitions from email to phone, it’s helpful if the human agent is aware of what was discussed in the email. When they switch back to chat after a phone call, the chatbot should pick up right where the conversation left off. However, many organisations face technical and organisational barriers, such as legacy systems and siloed teams, that hinder seamless data sharing. Overcoming these challenges requires strategic planning, investment in integrated platforms, and cross-department collaboration to achieve a truly unified customer experience.
Data silos kill omnichannel
The CRM holds the purchase history, while the support platform tracks service tickets, and the marketing system records campaign engagement. Each one has a piece of the customer's story, but none has the whole picture, and unfortunately, they don't share their knowledge. When an agent answers a call, they can see the support history but might miss the latest purchase, which can feel frustrating for the customer, as if there's a gap in understanding. Remember, integration isn't just a tech project, it's about creating a seamless and positive customer experience.
Mobile is non-negotiable
Mobile devices account for most web traffic, yet many mobile experiences still need improvement. According to NewVoiceMedia, most customers have negative mobile experiences, which can make them feel overlooked and unimportant. Google's research shows that fast-loading sites achieve much higher conversion rates than slower ones. Prioritising mobile design helps customers feel respected and confident in your brand, which is essential for building trust.
Emerging opportunities exist
According to research from LogMeIn, most consumers are eager to have video and screen-sharing options when they need support, but fewer than half of organisations provide these features. Forrester's studies show that companies adopting co-browsing software enjoy notably stronger revenue growth. Since our brains process visual information much more quickly than text, letting customers demonstrate their issues rather than describe them helps speed up resolutions and creates a smoother support experience.
Build incrementally
Take a moment to review your current setup honestly. Map out every channel where your customers interact and look for points where conversations transfer and sometimes drop off. Pay special attention to your busiest transition points. If most customers start on your website and then switch to a phone call, prioritise making those transitions seamless. Consider investing in unified customer data platforms that give you a complete view of each customer across all systems. Be intentional about designing for smooth context transfer. Track how much effort your customers need to put in based on their journey and the channels they use.
By training your team on omnichannel systems, you can really boost the consistency of your customer experience, making your service more unified and friendly.
Organisation matters as much as technology
Most companies tend to organise around specific channels, such as the web team, the phone team, or the chat team. While this helps optimise each channel, it can also make customer journeys feel fragmented and impersonal. Customer-centric organisations focus on customer outcomes, making customers feel supported and valued throughout their journey. When teams are responsible for the whole experience rather than just individual touchpoints, customers feel cared for and understood, which builds loyalty.
Customers have already shown they prefer seamless omnichannel experiences. Research consistently finds that most believe brands should put more effort into providing smooth interactions across all channels. Companies that succeed in delivering these experiences often see increased customer loyalty, higher lifetime value, and reduced service costs. Emphasising these tangible benefits can motivate organisations to prioritise omnichannel initiatives and remain competitive in the evolving market landscape.
Is your team struggling with disconnected customer experiences? The keynote "Deliver Consistency Without Killing Personalisation" solves this exact challenge. You'll discover how companies provide seamless omnichannel experiences while still making each customer feel individually served. Your organisation will learn the integration roadmap, technology priorities, and organisational changes that work. Bring this keynote to your organisation, or email abisola@abisolafagbiye.com
Read more from Abisola Fagbiye
Abisola Fagbiye, Customer Experience Strategist
Abisola Fagbiye is a Customer Experience Strategist and Microsoft 365 Productivity Consultant who helps organisations rethink engagement, build CX-driven cultures, and drive retention and growth. With global experience spanning SMBs to enterprises, she delivers workshops and training that blend strategy, energy, and actionable insight. She is a mentor and rising voice in CX leadership.
Further reading:
How to Collect Customer Feedback and Actually Do Something with It
How to Train Customer Service Teams That Actually Perform
