In reviewing CRM data from HubSpot, it's fascinating to uncover that the majority of friction points in the customer journey arise from the unexpected emotional reactions customers experience when they receive automated email responses. Specifically, data shows that receiving an automated response during late hours, between 11 PM and 4 AM, leads to a noticeable decrease in customer satisfaction scores.

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This trend suggests that customers may feel undervalued when they perceive that their queries are being handled impersonally during these late-night hours. Addressing these friction points could involve refining the timing and personalization of automated communications to enhance customer experience.