Let’s face it: most customers don’t actually look forward to contacting customer support. It usually means something went wrong. But when they do, there’s one thing that can instantly make or break the experience—rapport.
Delivering a great customer experience (CX) is essential for every business and its customer service. Happy customers lead to higher retention rates, increased loyalty, and often coveted word-of-mouth referrals. But how do you know if you're meeting customer expectations? Measuring customer experience is the key to understanding what’s working and where improvements are needed. It’s also the key to continually improving and adapting your customer service to meet changing customer preferences. Let’s take a look at how to measure customer experience in the contact center.
With the newest release of Five9 Identity Service (FIS), now in Controlled Availability, Five9 is doing more to keep you and your business safe. Learn more here.
Digital interaction channels such as text/SMS, webchat, social messaging, and email have overtaken voice as the channel of choice for many consumers – and for good reason. In fact, according to the Five9 Customer Survey Index, 45% of customer interactions have shifted to digital channels globally, with a majority of customer interactions taking place through non-voice or digital channels.
At the AVANT Special Forces Summit, Five9 took home three awards, including top CCaaS vendor with the highest NPS score. Breakout sessions on CX and AI and notable panel appearances stood out.
Digital channels aren't just nice – they're a necessity in today's customer service landscape. Read on to discover why digital engagement is essential to customer service today and uncover best practices to guide your digital strategy.
One of the biggest joys of being VP of Customer Experience at Five9 is celebrating all our amazing customers who are rockstars at CX innovation! This year, we’re hosting the New Era of CX Awards to recognize, honor, and showcase organizations that are literally redefining CX and AI in their businesses. We want you to enter and, personally, I really want to read your story because YOU are why all of us at Five9 love what we do!
Dreamforce 2024, the premier AI event of the year, is taking over downtown San Francisco from September 17-19. As the world’s largest and most trusted gathering on AI, Customer Relationship Management, and digital transformation, Dreamforce is where visionaries and innovators come together to reimagine the future of business. At Five9, we’re thrilled to help sponsor yet another year of Dreamforce, and we’re particularly excited to share the dreamy AI solutions we’ve been developing to transform CX.
