Infobip, the global cloud communication platform that helps businesses build seamless customer journeys, released a report titled One Year Disruption, showing that there is no social and work gap. At home, the digital transition is still indispensable.
When there is no social gap and working from home anymore, the digital transition is still inevitable This report is a survey of 2,760 customer care professionals in 9 markets – Singapore, Malaysia, Indonesia, Taiwan, Korea, China, Thailand, Vietnam and the Philippines, showing that despite companies are ready to change in the future, there are still some challenges. The data shows the customer service industry overview, the evolving customer experience and moving away from traditional channels. One of the ways that many companies are doing to improve communication with customers is to integrate an online chat application, from Facebook Messenger, WhatsApp Business to Viber. In the long term, besides this solution, businesses need to look for developed technologies to meet the needs of customers’ communication quickly, effectively and personalized. The report showed that: Increasing demand during the epidemic: 54% of respondents said that increasing requests for assistance was the biggest challenge last year; Narrow the skills gap: 60% of respondents in the Asia-Pacific region believe that employee training is a top consideration when applying a digital customer care system; In the “danger” there are “opportunities”: In 2020, when countries implement a blockade, many businesses have employees to work remotely. 58% of respondents said that working remotely helps them better handle customer support requests. However, the report also shows that the customer care industry seems to be experiencing gaps in skills. Respondents in all markets in the survey said that employee training is the top consideration when applying digital systems in customer care. Further data research shows that issues such as diversification of customer support channels, management and familiarization of new support channels are the most common challenges in digital transformation. In Vietnam, when asked about difficulties related to digital technology in customer care activities, 51% of respondents said that it is more and more customer support channels and 38% of respondents said that they are more and more customer support channels. that they are not familiar with the new support channels. Infobip encourages employers to train more customer care workers to adapt to the digital transformation and focus on investing in communication channels tailored to consumer behavior, so that the customer experience. the simplest, most convenient goods. Mr. Pham Gia Dan, Business Development Director of Infobip Vietnam said: “In 2020, companies that apply digital tools to deliver a more relevant experience to their customers, in general, are all reaping the benefits. Out of all surveyed markets, the customer care industry in Vietnam saw the most use of platforms and channels to deliver services. digital transformation in Vietnam is ready to “take off”.
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