The phone is dead, right? Wrong. While omnichannel experiences are vital, consumers still turn to the phone when it comes to getting customer service, especially when the issue is more urgent. This is one of the key findings from a new Five9 survey aimed at understanding customer behavior and preferences when it comes to customer service.
Consumer preferences for customer service have quickly evolved over the past few years, and in order to effectively compete, businesses need to identify and recognize these preferences.
How can businesses provide a great customer engagement experience that lets customers know that they are truly valued and that their time is respected?
Digital transformation has changed the way consumers engage with businesses, with customer expectations forcing organizations to re-evaluate the way they provide service and customer care. Regardless of age, gender, or other demographics, today’s customers have similar expectations when it comes to customer service – they want the organizations they do business with to be responsive and effective.
Digital channels aren't just nice – they're a necessity in today's customer service landscape. Read on to discover why digital engagement is essential to customer service today and uncover best practices to guide your digital strategy.
Digital interaction channels such as text/SMS, webchat, social messaging, and email have overtaken voice as the channel of choice for many consumers – and for good reason. In fact, according to the Five9 Customer Survey Index, 45% of customer interactions have shifted to digital channels globally, with a majority of customer interactions taking place through non-voice or digital channels.
