According to the Five9 Customer Service Index 2021, “regardless of age, just over half (51%) of respondents prefer to interact with a company over the phone when contacting a business for general customer service issues.”
Immer mehr Verbraucher erledigen Ihre Einkäufe – soweit möglich – online und es ist offensichtlich, dass sie lieber digitale Kanäle für die Interaktion mit Unternehmen nutzen. Hierzu gehören beispielsweise Web-Chats über die Website eines Einzelhändlers oder auch Self-Service Anwendungen.
Welcome to Part 3 in the Five9 UC Integration blog series! In last week’s blog, we discussed 3 Tips to Increase Efficiency with a Unified Communications Integration. This week we’ll look at UC from the customer’s perspective and how you can improve the overall experience.
At a time when the contact center has become the front door for many businesses, Five9 is helping our customers meet new service demands and provide the excellent experiences that consumers have come to expect.
Identifying if a customer inquiry is a transactional or relational interaction can help determine if a customer needs to speak to a live agent or if their query can be resolved via a self-service channel. Darryl Addington, Five9 Director of Product Marketing, explains more:
Thanks to technology, CX professionals have the tools available to overcome these challenges for a successful new year. Here are 3 tips to help you stay ahead of new consumer demands in 2021:
Would you rather spend $1,000 on a laptop and 15 minutes on the phone with a rep or spend $800 on the same laptop but 5 hours on the phone getting passed from rep to rep?
Customer service has come a long way. It used to be that if a customer needed help, they had to either make a phone call, or come into your physical building. Customers are leery of coming into contact with anybody if they don’t have to.
Five9 is proud to share that auto auction industry pioneer, KAR Global, deployed Five9 and ServiceNow to drive a unified, simplified, and seamless customer and employee experience globally across its more than 200 operating location.
