Did you know that two-thirds of your customers have hung up during service calls before their particular issues could be addressed? And a whopping 71% were extremely annoyed at not being able to reach out to a real person on the phone, while 56% were infuriated because they had to go through multiple phone loops to get the right information. Do these figures ring a bell? If you want to be in business, you need to evolve your process and re-architect your internal and external systems. The company that offers a positive customer experience will survive, while the rest will fade into oblivion.