Five9 & the International Customer Management Institute Reveal Why 60 Percent of Companies Are Not Formally Supporting Soci...
06 Maio 2014 - 9:00AM
Business Wire
Five9-Sponsored Survey Uncovers the Top 8
Challenges Preventing Companies From Providing Social Customer
Care
Five9 (NASDAQ:FIVN), a pioneer and leading provider
of cloud contact center software, today announced the results
of the Five9-sponsored social customer care survey, conducted
online by the International Customer Management Institute (ICMI)
among 408 contact center professionals. The research shows that
more than 68 percent of businesses recognize social media as a
necessary service channel, yet 60 percent of companies are not
formally supporting social customer care because they don’t feel
they have the right resources or tools in place to begin offering
social customer care.
Tweet This: 2014 research by @Five9 & @CallCenterICMI
reveals why 60% of companies are not formally supporting #social
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Download the Full Report, Social Playbook, and see the
Infographic here.
“With more than 1.2 billion people on Facebook and 500 million
plus tweets sent daily, it seems like everything is either being
said or done through social media. Organizations need to consider,
with the overwhelming number of daily social interactions that
occur, how they decide what really requires a response; and how
they can respond as quickly and efficiently as they do to inquires
over the phone.”
– Lance Fried, senior vice president of social and mobile,
Five9
Consumers Seek Support on Social Media
According to the ICMI survey almost 40 percent of consumers
already use social media for customer service. Additionally:
- 53 percent last used Facebook for a
support interaction
- Of those that use Twitter, 21 percent
have tweeted a request for service
- In the last week, 48 percent watched a
support video online and 60 percent read a brand’s blog
- 86 percent say they’d be more satisfied
if offered their ‘channel of choice’, including social
- If a brand doesn’t offer the preferred
communication channel, but still gives good service, 47 percent of
customers would still move to a competitor that gives them
both
Companies Realize It’s Critical to Support Customers Via
Social Channels
More than 68 percent of businesses say social is a necessary
service channel. The ICMI research also illustrated that:
- 55 percent of companies feel social
support is a competitive differentiator
- More than 38 percent think they will
lose customers without social support options
- Higher customer satisfaction is
reported by the 61 percent that offer social care
- 58 percent say social care increases
their customer loyalty
- The risk of negative sentiment going
viral is reduced by 35 percent for those companies that offer
social service channels
However, More than Half of Companies are Not Formally
Supporting Social Media for Customer Care
Most companies don’t feel they have the right resources or tools
in place to support customers via social media. The biggest
challenges that customer service teams face when trying to offer
support via social media include:
- Providing accurate reporting and
analytics – 80 percent
- Listening to all the social activity –
74 percent
- Integrating social with CRM – 73
percent
- Observing and coaching agents – 68
percent
- Prioritizing customer responses - 66
percent
- Arming agents with tools to quickly and
effectively solve problems - 63 percent
- Eliminating SPAM from agent queues - 58
percent
- Routing posts to the correct agent - 53
percent
Caring for Social Customers in a Noisy Social World
Researchers at ICMI have compiled a set of recommendations for
how companies can successfully provide social customer care. The
advice includes: how companies can get started; how to pick the
right technology solution; implementing a social playbook;
identifying the right team and more. Read the full set of
recommendations here.
“Fewer and fewer companies are debating the necessity of
providing social customer support. The conversation has shifted,
focusing on how to provide customer support on social channels,
rather than on the why. That’s where technology comes in. If the
contact center is given the right social engagement and analytic
tools that empower agents, delivering excellent, next generation
social customer experience will happen.”
- Sarah Stealey Reed, content director and senior analyst at
ICMI
To download the full report, click here.
Survey Methodology
This survey was conducted online by the International Customer
Management Institute (ICMI) on behalf of Five9 in Q1 of 2014 among
408 members of the contact center community, primarily comprised of
executives, directors, and managers. ICMI and Five9 were interested
in comparing the preferences of contact center leaders as social
media users, against their behaviors as providers of social
customer service. Complete results can be found in the accompanying
research report and whitepaper.
About Five9
Five9 is a pioneer and leading provider of cloud software for
contact centers. For more information visit www.five9.com.
Five9Sarah Rolfing, 925-298-9062Sarah.Rolfing@Five9.comorSHIFT
CommunicationsKatie Halloran, 415-591-8459Five9PR@shiftcomm.com
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