Five9 Customer Service Index 2018 Reveals a Rise in Customer Expectations and Willingness to Share Data
29 Novembro 2018 - 6:47PM
Business Wire
80% of consumers say they are comfortable with
a company using their past purchase history if it results in a
higher level of customer service
Five9, Inc. (NASDAQ: FIVN), a leading provider of cloud contact
center software for the digital enterprise, today 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:
The Beginning:
- 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).
About the Five9 Customer Service Index
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.
Survey Methodology
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.
For more information on the Five9 Customer Survey Index, please
visit www.five9.com or contact CustomerIndex@five9.com.
Upcoming Webinar on December 4, 2018
Join our upcoming webinar with leading industry analyst Blair
Pleasant for a deep dive into the survey results and how you can
use this data to improve customer service throughout your contact
center. Register here.
About Five9
Five9 is a leading provider of cloud contact center software for
the digital enterprise, bringing the power of cloud innovation to
customers and facilitating more than three billion customer
interactions annually. Five9 provides end-to-end solutions with
omnichannel routing, analytics, WFO, and AI to increase agent
productivity and deliver tangible business results. The Five9
platform is reliable, secure, compliant, and scalable; designed to
create exceptional personalized customer experiences.
For more information visit www.five9.com.
Engage with us @Five9, LinkedIn, Facebook, Blog.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20181129005760/en/
Five9Kendall Taylor925.231.2196Kendall.Taylor@Five9.com
Five9 (NASDAQ:FIVN)
Gráfico Histórico do Ativo
De Set 2024 até Out 2024
Five9 (NASDAQ:FIVN)
Gráfico Histórico do Ativo
De Out 2023 até Out 2024