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6 Reasons To Not Neglect Your Customer Service

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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.

By Katie Bromley, Director Corporate Communications

  • Your customers deserve excellent service
  • Your customers expect excellent service
  • Your customers should be your biggest fan

  • People are influenced by the recommendations of their peers
  • Good experiences contribute to brand loyalty
  • Customer service can be a profit center

Those first three reasons are not new but need to be repeated. Daily. Emblazoned on a plaque in every contact center. Embroidered on a pillow on an overstuffed couch. Tweeted twice a day with a picture of a sunrise.

Loyalty

What is the easiest way to create a great customer experience to hopefully help brand loyalty? It is listening and offering personalization. As written in a recent Forbes article, really hearing the customer and their challenge, and responding quickly, directly and smartly, makes all the difference to the experience a customer may have.

Influence

A recent blog by my colleague Liz Pedro quoted a statistic from the 2016 B2B Buyer's Survey Report that stated 62% of buyers rely more on peer recommendations than anything else. Frankly, I find that low, especially if it's a negative recommendation. Don't you?

Impacting the bottom line

As customer experience authority Jeanne Bliss says, "If you want customer experience to be just another silo or a cost center, do it the way you've always done it."

Customer service has evolved a lot in a short time. One of the biggest groups of consumers today wouldn't even think of dialing an 800 number to solve a problem. (I'm looking at you millennials.) The key is to be available to your customers, where they expect you to be. I think it can be easy to create and execute ideas in a bubble if we're not careful. The best way to know what our customers want, is by listening to them. Are you listening to yours?

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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.

Call 1-800-553-8159 to learn more about Five9