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Industry Research : Five9 Survey Finds 30% of Customers Ditched Brands They had Previously Been Loyal to Last Year

#contactcenterworld, @Five9

Five9, Inc. (NASDAQ: FIVN), a provider of the intelligent cloud contact center, announced the results of its 2021 Customer Service Index (CSI) survey. The research revealed that 30% of respondents left brands they had previously been loyal to in the last year, and one in four said their contact center experience has gotten worse since the start of the pandemic.

"For most companies, losing 30% of their customers would be extremely detrimental," said Blair Pleasant, President and Principal Analyst of COMMfusion LLC, who authored the CSI research report. "The contact center remains the front door for businesses, and service leaders must do what they can to retain customer loyalty and goodwill."

Now in its fifth year, the Five9 Customer Service Index provides data and insights to help businesses better understand what’s happening in the world of customer experience (CX) so that they can better meet their customers’ changing needs and expectations. Five9 partnered with Zogby Analytics to survey consumers about the state of customer service and explore how attitudes and behaviors have evolved over the past year. The 2021 survey was expanded to include several European countries – including France, Germany, Italy, Spain, and the U.K. to help identify regional variances, and trends. In many cases, the survey results highlight key differences based on geography and age.


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For example, 40% of respondents aged 18-29 are more willing to use social media for customer service, compared with 14% of 50-64 year olds, and 9% of respondents 65 and over.

Another key insight about channel preferences is the prevalence of phone or voice as the favored means of communication. Across all geographies and age groups, phone continues to be the leading channel of choice for respondents, particularly for sensitive issues, followed by email and online chat. However, unfortunately, more than two-thirds (64%) of respondents acknowledge that it is still difficult or time-consuming to find the information they need to reach out to a contact center, which leads to frustration.

Respondents were also asked which factors most negatively impact the customer experience. "Being passed from one representative to another" (34%) and "having to wait too long to reach a representative" (26%) were the biggest offenders.

When asked which factors are most important to creating a positive experience, the number one response was "getting the right answer from a representative, even if it takes more time" (33%).

"Empowering agents with the right information and the ability to solve customers’ issues without passing them to other agents and departments reduces customer frustration," said Scott Kolman, Five9 Senior Vice President of Marketing. "For example, integrating contact center and unified communications capabilities allows agents to easily connect to company experts and get the additional insights they may need to answer a customer’s question without transferring the call. With the right tools and technologies, businesses can deliver a more satisfying experience."

#contactcenterworld, @Five9

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Five9:
Company LogoFive9 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.
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Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Published: Friday, October 1, 2021

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2021 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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