Identifying if a customer inquiry is a transactional or relational interaction can help determine if a customer needs to speak to a live agent or if their query can be resolved via a self-service channel. Darryl Addington, Five9 Director of Product Marketing, explains more:
As your customer base grows or when they adopt new messaging trends, you want to be on an agile and open cloud contact center platform that can add these channels as simply as your customers can download an app on their mobile device. Learn more:
Thanks to technology, CX professionals have the tools available to overcome these challenges for a successful new year. Here are 3 tips to help you stay ahead of new consumer demands in 2021:
Consistently providing exceptional customer service is hard work, but well worth it. After all, we know that it is six times more expensive to win a new customer than it is to retain an existing one. Let’s explore a few Five9 success stories that have created more loyal customers.
It’s no secret that customers have high expectations when it comes to customer service. If you don’t meet those expectations, many will simply take their business elsewhere. With so much at stake, providing great customer service is paramount.
As leading companies have raised the bar on customer service in recent years, providing exceptional experiences across every aspect of the customer journey has become paramount to keep customers happy and coming back. But what does it really mean to deliver an exceptional customer experience (CX)?
As we continue to navigate uncertainty in this new era of customer service, here are 3 reasons that summarize why modernizing your omnichannel solution has never been more important:
Would you rather spend $1,000 on a laptop and 15 minutes on the phone with a rep or spend $800 on the same laptop but 5 hours on the phone getting passed from rep to rep?
While the COVID-19 pandemic created an unforeseen demand for call center services, organizations also faced an increase in agent unemployment - preventing customers from getting help at a time they most need it. As we look forward to the reopening of the economy this summer, how do we reengage customers and win back their trust?
The last time we had Anand Chandrasekaran on the That’s Genius! Podcast, he had been with Five9 for just over 100 days. Now, he’s closing in on his first year.
