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. To help organizations better understand the current state of customer service, Five9 partnered with Zogby Analytics to survey Business Decision Makers (BDMs) with 100 or more employees about the state of customer service and support and the role that customer service plays in various business considerations. The survey focused on three key areas: