This presentation is based on the Five9 2013 Contact Center Report, which shows today’s 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. Now, more than ever, customer experience is paramount to a company’s ability to “win the moments that matter”.
3. If customer service expectations are not met, not only do consumers stop doing
business with a company, they get frustrated, become enraged, and retaliate.
www.five9.com
4. Consumers prefer phone support over in store customer service… Why?
don’t want to
interrupt what
they are doing
at home
said driving and
parking are
hassles
don’t like
standing in line,
it makes them
tired and
irritated
of 18-34 year
olds don’t have
the time to visit
a store
www.five9.com
6. 85%
will stop doing
business with a
company
of consumers
will retaliate
against a
company if their
of women will
ask to speak
with a
manager,
immediately
customer service
needs are
not met.
of 18-34 year
olds will vent
their frustration
on social media
www.five9.com
7. 93% of consumers would be more forgiving when a company couldn’t resolve their
problem over the phone, if the person they were speaking with
had at least one of the following attributes:
www.five9.com
9. Tips for Calming Customer Rage
Empower customer service agents with the right
information before the conversation even starts. Use
the latest contact center software technology to push
key details, like who is calling and their product or
service history, right to the agent desktop before the
agent picks up the phone.
Hire the best customer service agents, no matter
where they are located. With the latest cloud contact
center technology, highly qualified agents only need a
browser and headset to provide exceptional service to
customers.
Use technology to support “moments that matter.”
Use the latest call capabilities to ensure valued
customers get routed to the most qualified, skilled
agent available to address their needs.
Constantly learn from customer interactions.
Recording and reviewing customer calls with agents on
a weekly, monthly, or quarterly basis helps identify
areas of improvement.
www.five9.com
10. Download Full Report
About Five9
Five9 is the leading provider of cloud contact center solutions, bringing the power of the cloud to thousands of customers
worldwide and facilitating more than three billion customer interactions annually. Since 2001, Five9 has pioneered the cloud
delivery model, helping contact centers of every size transition from premise-based solutions to the cloud. Five9’s unparalleled
expertise, technology, and ecosystem of partners helps businesses take advantage of a secure, reliable, scalable cloud contact
center solution to create exceptional customer experiences, increase productivity and boost revenue. For more information visit
www.five9.com.
About the Harris Interactive Survey
This survey was conducted online within the United States by Harris Interactive on behalf of Five9 between September 25-27,
2013 among 3,014 US adults age 18 or older. This online survey is not based on a probability sample and therefore no estimate
or theoretical sampling error can be calculated.
Editor's Notes
of 18–34 year olds don’t have the time to visit a store
In fact, • Respectful(74%)• Knowledgeable(69%) • Friendly(57%)• Patient(53%)• Sympathetic(49%)