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(% of respondents, July 2018)
Data is from the November 2018 Five9 "Customer Service Index." 1,006 US internet users ages 18+ were surveyed online in July 2018. Respondents were female (52%) and male (48%). Respondents identified their ages as 18-24 (11.5%), 25-34 (21.6%), 35-54 (37.4%), 55-69 (22.7%) and 70+ (6.8%). Respondents identified their income as less than $25,000 (18.9%), $25,001-$35,000 (12.5%), $35,001-$50,000 (13.6%), $50,001-$75,000 (18.6%), $75,001-$100,000 (11.4%), $100,001-$150,000 (16.7%) and $150,000+ (8.3%). Respondents identified their race as white (64.5%), Hispanic (15.5%), black (12.2%), Asian (5%) and other (2.8%). Five9 is a provider of cloud contact center software.
What Will Be the Most Transformative Application of Innovation for Customer Service for Businesses Worldwide in the Next 5-10 Years? (% of respondents, April 2019)
Which 3 Technology Trends Will Offer the Biggest Opportunity to the Customer Service Department of Businesses Worldwide by 2020? (% of respondents, by region)
Average Response Times of Businesses Worldwide to Customer Queries, by Region, April 2019 (% of respondents)
What Metrics Do B2B and B2C Companies Worldwide Use to Measure ROI? (% of respondents, April 2019)
Top Channels for Customer Service in 2020 According to Customer Service Executives Worldwide (% of respondents)
Customer Experience 2019 (Part 2)—Personalization and Data-Driven Experiences: The Building Blocks of a Better Customer Experience (A 4-Part Series)
Customer Experience 2019 (Part 1)—Audience Segmentation and Targeting: The Building Blocks of a Better Customer Experience (A 4-Part Series)
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