FEATURE
2021 : All About Redefining Customer Service in the Mobile-first Era
Six months into 2021 and the world hasn ’ t fully embraced this new normal . More than ever , digital communications is paramount as it empowers the customer journey and proves time and again that businesses cannot operate on legacy mindsets .
At a recent Infobip webinar that focused on next-gen customer engagement , the panelists agreed how 2021 is business unusual . “ The paradigm shift is completely broken and new workflows must be considered ! In fact , it ’ s “ do or die ” for them as embracing the new world is a critical necessity ,” shared Andreas Vogiatzakis , Executive Director , AMVPLUS . com .
For Dickie Widjaja , CIO , Investree , operations can keep up if they digitalize . “ The change enables businesses to learn and leverage from the data they have . This will give them better insights for their next steps ,” he added .
“ It ’ s only when they ’ re on point that the customers experience will greatly improve as they deliver at the highest level of service ,” she noted .
These notable points are present in next-gen imperatives like marketing automation and always-on customer support , specifically within retail and e-commerce sectors . These are key focuses for the ecosystem as more users get connected via their smart devices and prefer interactions on channels that they ’ re active on . With omnichannel communication and active user monitoring , businesses can cater to these demands with maximum efficiency .
Both strategies were the first moves for Chun Hean Goh , Country Manager , MrSpeedy Malaysia as he saw an uptick trend for customer demands . “ Our operations changed overnight and went fully digital . That is how we maintained business continuity and ensure customers are properly remained engaged .”
As for Ana Butara , Product Marketing Manager , Infobip , approaching customers must directly address ‘ here and now ’ demands .
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As customers ’ expectations vary , having the right technology is necessary to help businesses deliver the very best for customer services in the mobile-first era .
ABOUT THE AUTHOR :
Charist Montenegro Country Manager - Infobip Philippines