80% of Consumers Say They Are Comfortable with a Company Using Their past Purchase History If It Results in a Higher Level of Customer Service
Five9, Inc., a leading provider of cloud contact center software for the digital enterprise, announced the findings of the second-annual Five9 Customer Service Index, commissioned by Five9 and conducted by Zogby Analytics.
.@Five9 Customer Service Index 2018 reveals a rise in customer expectations and willingness to share data.
The 2018 findings revealed that consumers have become increasingly savvy about service and support, their perceptions of a company, and their willingness to share data about themselves if it leads to a better experience. For businesses, the research validates the correlation between customer satisfaction and a positive customer experience, resulting in customer loyalty and higher customer retention.
Digital transformation has changed how, where and when consumers engage with businesses and what information they are willing to share to ensure a high level of customer service. According to the survey of more than 1,000 consumers in the United States across all age groups, 80 percent of respondents say they are comfortable with a company using their past purchase history if it results in a higher level of customer service, up from 77 percent a year ago.
Despite their increased willingness to share data, their expectations are high: only 24 percent of respondents are likely to continue doing business with a company if it requires a lot of effort to resolve a problem. Respondents also expect their issues to be resolved quickly: more than three-quarters believe that should happen in 15 minutes or less and 84 percent expect resolution to take no more than 30 minutes.
“Today a single tweet about poor customer service can go viral and have a long-term negative impact on a company’s reputation and image,” said Dan Burkland, President of Five9. “Businesses are left in a tough spot. How can they attract and retain customers who have more choices and higher expectations than ever? Businesses need access to insights and data around their customers’ needs, preferences and decision factors. This survey provides validated data that CXOs can use and act upon to improve their organizations’ customer service efforts and exceed today’s customers’ expectations.”