Inc. (NASDAQ: FIVN), a leading provider of cloud software for the
enterprise contact center market, today announced the findings of the
Customer Service Index, conducted by Zogby Analytics, which found
that consumer savviness and the need for businesses to increase customer
retention has increased the focus on customer experience as a top
business priority. The Five9 (News - Alert) Customer Service Index, the result of two
recent surveys, targeted at business decision makers and consumers,
respectively, highlights the importance of leveraging customer data to
create positive consumer experiences. This is driving organizations to
rethink their processes and undertake various Digital Transformation
to Tweet: @Five9 survey finds 77% of consumers will not buy from a
company where they had a bad customer service experience
Respondents to the business survey overwhelmingly agreed that, in
today's competitive business environment, customer satisfaction is
directly tied to customer retention and to overall revenue growth. In
fact, customer satisfaction was ranked as the most critical factor in
customer service, with more than 90 percent of business respondents
ranking it as very important. Consumers agreed; nearly all consumers (96
percent) said a positive customer experience is a factor in whether they
will make a future purchase with a company.
Using past purchase history and buying behavior to better serve
customers is a large driver of many organizations' digital
transformations. While some uses of customer data can be viewed as
invasive, more than three-fourths (77 percent) of consumers said they
welcome companies analyzing their past purchase history if it means they
will receive a more efficient interaction. More than 81 percent of
respondents in each of the three consumer age groups surveyed
(Millennials, Generation X and Baby Boomers), said they have high
expectations regarding how quickly customer service is provided.
"As we approach Black Friday (News - Alert) and Cyber Monday, businesses are realizing
that discounts are not always enough to complete a sales transaction,"
said Dan Burkland, EVP Global Sales & Services, Five9. "With so many
shpping options these days, consumers are quick to take their business
elsewhere when their expectations are not met. Having insights into how
businesses and consumers perceive customer service allows us to help our
customers and partners provide an improved experience and ultimately
become more financially successful."
"Given the sophistication of buyers today, customer service has become a
strategic imperative for growth and for retention," said Jim Lundy, CEO
and Lead Analyst at Aragon Research. "Taking action now to guarantee
positive customer experiences will ensure a competitive advantage over
those who don't prioritize such initiatives."
Among the other findings in the Five9 Customer Service Index:
Part I (business decision makers):
Part II (consumers):
About the Five9 Customer Service Index
The Five9 Customer Service Index is an annual report that focuses on the
views of business decision makers and consumers on the state of customer
service, support and engagement. This report provides competitive
insight into how business executives view and value customer engagement.
The Five9 Customer Service Index is the result of two surveys conducted
by Zogby Analytics. The first polled more than 250 U.S. business
decision makers in Financial Services, Healthcare, Retail and Education,
and assessed their views of the role customer service plays in various
business considerations. Enterprises surveyed had, on average, more than
1,000 employees and one-third had revenues of at least $250 million.
Part two polled 1,138 U.S. adults who ranged in age from late teens (18)
to retired workers in their 70s. The survey asked consumer respondents
to rate the importance of different factors related to customer service
and loyalty. For more information on the Five9 Customer Survey Index,
please visit Five9
or contact CustomerIndex@five9.com.
Talk with us @Five9,
Five9 is a leading provider of cloud software for the enterprise contact
center market, bringing the power of the cloud to thousands of customers
and facilitating more than three billion customer interactions annually.
Since 2001, Five9 has led the cloud revolution in contact centers,
helping organizations transition from legacy premise-based solutions to
the cloud. Five9 provides businesses with cloud contact center software
that is reliable, secure, compliant and scalable, which is designed to
create exceptional customer experiences, increase agent productivity and
deliver tangible business results. For more information visit www.five9.com.
View source version on businesswire.com: http://www.businesswire.com/news/home/20171121005257/en/
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