San Ramon, CA, USA, Dec, 2018 -- Five9, Inc. (NASDAQ: FIVN), a provider of cloud contact center software for the digital enterprise, announced the findings of the second-annual Five9 Customer Service Index, commissioned by Five9 and conducted by Zogby Analytics.
The 2018 findings revealed that consumers have become increasingly savvy about service and support, their perceptions of a company, and their willingness to share data about themselves if it leads to a better experience. For businesses, the research validates the correlation between customer satisfaction and a positive customer experience, resulting in customer loyalty and higher customer retention.
Digital transformation has changed how, where and when consumers engage with businesses and what information they are willing to share to ensure a high level of customer service. According to the survey of more than 1,000 consumers in the United States across all age groups, 80 percent of respondents say they are comfortable with a company using their past purchase history if it results in a higher level of customer service, up from 77 percent a year ago.
Despite their increased willingness to share data, their expectations are high: only 24 percent of respondents are likely to continue doing business with a company if it requires a lot of effort to resolve a problem. Respondents also expect their issues to be resolved quickly: more than three-quarters believe that should happen in 15 minutes or less and 84 percent expect resolution to take no more than 30 minutes.
"Today a single tweet about poor customer service can go viral and have a long-term negative impact on a company’s reputation and image," said Dan Burkland, President of Five9. "Businesses are left in a tough spot. How can they attract and retain customers who have more choices and higher expectations than ever? Businesses need access to insights and data around their customers’ needs, preferences and decision factors. This survey provides validated data that CXOs can use and act upon to improve their organizations’ customer service efforts and exceed today’s customers’ expectations."
The survey revealed strong behaviors and expectations along the entire customer journey:
90 percent of respondents said price and great customer service were the leading motivators to do business with a company.
Throughout the Journey
95 percent said a positive customer service experience is very or somewhat likely to make them continue to do business with a company;
44 percent said they are willing to interact with automated chatbots when they are assured that they can speak with a live agent;
Phone was the preferred method of customer communication (49 percent), with email (28 percent) and chat (16 percent);
69 percent were somewhat or very unlikely to continue to do business with a company if it requires a lot of effort to resolve an issue with a company;
48 percent said it’s unlikely they will want to do business with a company again if every time they contact a company they have to identify themselves or explain their issue (up from 41 percent in 2017).
The Five9 Customer Service Index is an annual report that focuses on the views of business decision makers and consumers on the state of customer service, support and engagement. This report provides competitive insight into how business executives view and value customer engagement.
The Five9 Customer Service Index 2018 is the second-annual report from Five9 and Zogby Analytics that assesses consumers’ views of the role that customer service plays in their consumer behavior and purchasing decisions. Zogby Analytics surveyed 1,006 consumers, ranging in age from late teens (18) to those in their 70s.
Posted by Veronica Silva Cusi, news correspondent
Five9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses reliable, secure, compliant and scalable cloud contact center software designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
Published: Tuesday, December 4, 2018
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