In a study entitled The Year of Disruption: With the increasing complexity of customer service, Infobip believes that digital transformation is here to stay, although working from home will not continue until the situation improves.
With the advent of telecommuting, many companies in the Asia-Pacific region are embarking on a major digital transformation. As a result of the COWID-19 pandemic, employees had to work from home, so customer service (CX) and CX systems had to be digitized.
The report, which was participated by 2,760 professionals in nine markets – Singapore, Malaysia, Indonesia, Taiwan, South Korea, China, Thailand, Vietnam and the Philippines – shows that while companies plan to gradually implement some changes in the future, some challenges remain.
- More requests in the face of uncertainty: 54% of respondents cited the increased number of requests for assistance as the biggest challenge clients faced during COVID-19.
- Travel restrictions: The survey found that 48% of respondents cited travel restrictions as another problem they had faced in the past year.
- Lack of digital support: 46% of respondents indicated that there was insufficient digital support to effectively use the available digital platforms.
The results show that CSS and CX environments are moving further and further away from traditional networks. It also demonstrates the need for effective customer service management through digital channels, as more and more customers are choosing to use social media instead of calling or emailing.
Infobip report: Future automation
Given the long-term benefits of intelligent automation and the introduction of multi-channel digital hubs, half of those surveyed say that digitizing CSS is a permanent implementation for the future. On a scale of one to ten, respondents gave an average of eight for the cost and necessity of digitizing the CSS.
Nevertheless, the survey shows that the CX sector seems to be suffering from a shortage of qualified staff. Across all markets, employee training was cited as the most important factor in implementing digital customer service.
In addition, respondents in all markets indicated that their customer service teams are willing to work remotely. Expanding support channels, managing new support channels and a lack of familiarity with new channels are among the most common challenges associated with digitization, according to the markets surveyed.
Infobip report: Training of employees
By identifying the best solutions for simplifying connectivity, Infobip encourages employers to prepare their customer service staff for digital transformation and invest in the communications networks that matter to their markets.
For example, due to new regulations requiring drivers to follow standard operating procedures, delivery company MrSpeedy faced the challenge of providing customers with reliable and consistent support while working remotely.
Sir, I want to thank you for your support. Speedy has added Infobip Voice to its suite of contacts to manage real-time queries between drivers and customers, and introduced Infobip’s SMS messaging solution to improve the speed of message delivery with 24/7 support.
BSN Gibraltar is another example of how Infobip has played a key role in improving customer relations. With customers no longer receiving valuable and confidential documents by mail, the company turned to Infobip to improve its contact center and reach customers on more modern digital platforms.
More and more companies have realized the importance of better communication with consumers on digital networks and have integrated chat into their overall contact strategies.
Among the markets surveyed, Indonesia has the highest percentage (65%) of businesses using Facebook WhatsApp Business for customer service. With 55% and 46%, Malaysia and Singapore come in second and third.
The Year of Disruption was conducted by an external organization among 2,760 professionals in Singapore, Malaysia, Indonesia, Taiwan, South Korea, China, Thailand, Vietnam and the Philippines: Manage the increasing complexity of customer service. Questionnaire responses were received between 21 and 27 November 2001. December 2020 collected.
Infobip is a global cloud communications platform that enables companies to create connected customer experiences across all customer touch points.
If you want to read The Year of Disruption: You can read the full report on managing the growing complexity of customer service here.