Five9 Survey Finds 30% of Customers Ditched Brands They had Previously Been Loyal to Last Year
01 Setembro 2021 - 10:00AM
Business Wire
More than two-thirds of respondents acknowledge
that it’s difficult or time-consuming to access customer support
when they need it.
Five9, Inc. (NASDAQ: FIVN), a leading provider of the
intelligent cloud contact center, today 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.
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.”
Five9 will share more insights from the research at its virtual
CX Summit on September 1. Click here to register. To read the full
Customer Service Index report, click here.
About Five9
Five9 is an industry-leading provider of cloud contact center
solutions, bringing the power of cloud innovation to more than
2,000 customers worldwide and facilitating billions of customer
engagements annually. The Five9 Intelligent Cloud Contact Center
provides digital engagement, analytics, workflow automation,
workforce optimization, and practical AI to help customers
reimagine their customer experience. Designed to be reliable,
secure, compliant, and scalable, the Five9 platform helps increase
agent and supervisor productivity, connects the contact center to
the business, and ultimately deliver tangible business results
including increased revenue and enhanced customer trust and
loyalty.
For more information, visit www.five9.com.
Engage with us @Five9, LinkedIn, Facebook, Blog, That’s Genius
Podcast.
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Five9 Allison Wilson Allison.wilson@five9.com
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