Let’s face it: dealing with customer service issues is the last thing consumers want during the holiday shopping season. As consumers attempt to cross everything off their shopping lists and get the best deals possible, they don’t have the patience for encountering poor, time-consuming customer service operations.
The pressure is on for retail brands to deliver a great holiday shopping experience. With this increase in consumer demand and shortage of tolerance, businesses have the opportunity to showcase positive customer relations and ultimately gain customer loyalty that will extend into 2018.
Enhancing the customer journey is extremely important to us at Five9. We commissioned Zogby Analytics to help us determine what consumers have to say about the current state of customer service and support. The inaugural Five9 Customer Service Index provides interesting insights into the expectations surrounding the ideal customer experience from a consumer’s perspective.
For example, the consumer survey found that 78 percent of consumers will not do business with a company if it gives them poor customer service the first time. In a retail and ecommerce landscape that is highly competitive—especially around the holidays—having this insight should help improve customer retention.
Some other statistics from the index that I found especially interesting include:
• More than three-fourths of respondents (77 percent) said they are comfortable with a company using their past purchase history if it results in a high level of customer service.
• 91 percent indicated that a reputation of great customer service is a factor that helps them decide whether they will do business with a company.
• 96 percent of respondents said if they have a positive customer service experience, they are likely to do business with that company again.
To read the full Five9 Customer Service Index, please visit this page or contact CustomerIndex@five9.com.