Wells Fargo. TikToker @unsoliciteddrugfacts, a pharmacist, recalls what went down from her car. “So, I’m in the Starbucks drive-thru line. I get my drink. It’s $5.25,” she says.

Wells Fargo determined that this only added to the complexity of the journey. For instance, when customers have the option of live chat through their mobile devices, as well as desktop email ...