Most customers faced a complex support issue in the past year. Half of those issues were never resolved. One-quarter of users abandoned their request. One-third spent multiple days trying to resolve it. AI often failed to understand the issue or pass context to humans. Brands can fix this with basic integrations to share context. Experts recommend enabling session IDs for cross-channel tracking. Fragmented service teams by channel complicate context sharing. Legacy infrastructure is no longer a technical barrier to unified support.

• 1,000+ U.S. consumers surveyed
• 50% of complex issues unresolved
• 25% abandoned complex requests
• 33% spent multiple days before giving up