Five9-Sponsored Survey Uncovers the Top 8 Challenges Preventing Companies From Providing Social Customer Care
SAN RAMON, CALIF. – MAY 6, 2014 – Five9 (NASDAQ: FIVN), a pioneer and leading provider of cloud contact center software, today announced the results of the Five9-sponsored social customer care survey, conducted online by the International Customer Management Institute (ICMI) among 408 contact center professionals. The research shows that more than 68 percent of businesses recognize social media as a necessary service channel, yet 60 percent of companies are not formally supporting social customer care because they don’t feel they have the right resources or tools in place to begin offering social customer care.
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Download the Full Report, Social Playbook, and see the Infographic here.
"With more than 1.2 billion people on Facebook and 500
– Lance Fried, senior vice president of social and mobile, Five9
Consumers Seek Support on Social Media
According to the ICMI survey almost 40 percent of consumers already use social media for customer service. Additionally:
Companies Realize It's Critical to Support Customers Via Social Channels
More than 68 percent of businesses say social is a necessary service channel. The ICMI research also illustrated that:
However, More than Half of Companies are Not Formally Supporting Social Media for Customer Care
Most companies don't feel they have the right resources or tools in place to support customers via social media. The biggest challenges that customer service teams face when trying to offer support via social media include:
Caring for Social Customers in a Noisy Social World
Researchers at ICMI have compiled a set of recommendations for how companies can successfully provide social customer care. The advice includes: how companies can get started; how to pick the right technology solution; implementing a social playbook; identifying the right team and more. Read the full set of recommendations here.
"Fewer and fewer companies are debating the necessity of providing social customer support. The conversation has shifted, focusing on how to provide customer support on social channels, rather than on the
- Sarah Stealey Reed, content director and senior analyst at ICMI
To download the full report, click here.
Survey Methodology
This survey was conducted online by the International Customer Management Institute (ICMI) on behalf of Five9 in Q1 of 2014 among 408 members of the contact center community, primarily comprised of executives, directors, and managers. ICMI and Five9 were interested in comparing the preferences of contact center leaders as social media users, against their behaviors as providers of social customer service. Complete results can be found in the accompanying research report.
About Five9
Five9 is a pioneer and leading provider of cloud software for contact centers. For more information visit www.five9.com.
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