The leaves have changed color, the weather has started to cool, and Sundays’ agenda consists of good old fashioned football. Now is the time when we decorate our homes with bright lights and decorative trees, gather with family and friends and before you know it we’ll be fully immersed in the end of the year holiday rush. Everybody knows that shopping during this time of the year can be stressful and it can be difficult to find good or sufficient service amongst the hustle and bustle of the crowds.
At Five9, we believe that the customer experience era is now and as a result, Five9 has commissioned Zogby Analytics for the second year in a row to help bring data and insights to help businesses better meet their customers’ changing needs and expectations. The report, Five9 Customer Service Index 2018, validates the correlation between customer satisfaction and a positive customer experience, resulting in customer loyalty and higher customer retention.
There’s no better time to deliver a great experience for consumers than during the holidays, as a truly positive experience is sure to be remembered amongst the chaos and will have a lasting effect on future interactions. In Five9’s survey, 95 percent of respondents said that a positive customer service experience is very or somewhat likely to make them continue to do business with a company.
The good news is that today, consumers have a variety of options when it comes to interacting with businesses. We’re swiftly moving away from lengthy and repetitive customer service calls. With digital channels such as email, online chat, and social media, consumers can reach and interact with businesses using their method of choice. Interestingly enough, with all these options at the customers’ fingertips, the phone is still the number one preferred channel of choice with almost half of the survey’s respondents.
We wanted to share some additional findings from the survey that help illuminate the changes brought about by digital transformation:
To read the full Five9 Customer Service Index, please visit Five9 or contact CustomerIndex@five9.com.
Michael joined Five9 in August, 2017 overseeing corporate and brand communications. During his time with Five9, he has spearheaded a brand messaging refresh that centered on digital transformation, and strategically developed strong media and social media programs to elevate brand awareness for Five9.
He is an experienced strategic marketing communications professional with a thirty year proven track record. This has enabled Michael to develop creative and effective global marketing and corporate communications campaigns that have included thought leadership, social media influencer campaigns and reputation management initiatives.
Call 1-800-553-8159 to learn more about Five9