Today’s modern consumers have incredibly high customer service expectations. And, if those expectations are not met, consumers not only stop doing business with a company, they become enraged and retaliate.
At Five9 we worked with Harris Interactive on a study; we asked more than 3,000 US adults about their customer service expectations and how they feel and behave if those expectations are not met. The data proved to be very interesting…
There are several triggers that cause consumers to become violent, enraged, or very frustrated when they call a company for customer service, these include:
These are just some highlights from the research; you can download the full Five9 2013 Contact Center Report here.
View a presentation of the results here.
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