Five9

Yesterday was Mother's Day and as expected many of us were making a mad dash to chocolatiers, scheduling brunch reservations, and of course, visiting flower shops. Similar to the holiday season, lines at retail stores were longer, parking lots were packed, employees seemed frazzled, customers were frustrated, and supply was quickly dwindling.

Five9 supports our employees giving back to the community. One of the organizations we work closely with is the Food Bank of Contra Costa & Solano. Last year, many of our employees helped them sort and package donated food and we did it again last month. For over 35 years the Food Bank has worked to reduce food waste, feed hungry people, and raise public awareness of issues related to food and hunger. Scroll down to see Five9 in action and to learn more about Food Bank of Contra Costa & Solano.  

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.

Strategies for success from the ICMI Call Center Demo & Conference

There are many best practices or measures your company should take when it comes to providing stellar social customer service. Listening for brand mentions and establishing response and measurement strategies are good places to start. But how about the things you shouldn’t do?

Social media has fundamentally changed customer engagement; 1 in 5 consumers say they have used social media for service in the last year and are willing to pay a 21% premium to companies that provide great service.[1]

An estimated 3 million people work in call centers in the United States, receiving 43 billion phone calls per year.[2]

With the addition of SoCoCare, call centers that use Five9 can treat requests for customer service from social channels similarly to incoming phone calls.

By Lance Fried

By Edwin Margulies Sentiment is an attribute of social posts that can provide rich clues on how to engage with a customer. But it's not always what it seems on the surface. Here are some tips for figuring out the difference between a plain rant versus a cry for help