Customer churn has – and will – continue to be a key priority for most businesses as it costs less to retain an existing customer than court a new one. But with the ongoing pandemic altering customers’ expectations, how can businesses in Asia Pacific address those needs and deliver good customer service to ensure brand loyalty?
Lee Hawksley, vice president and general manager for APJ at cloud communications platform provider Twilio, believes that adopting a more digital-first approach to their contact centre can help them achieve that.
“Increasing investments in digital solutions will not only empower more customer service agents to work remotely, but also offer greater omnichannel experiences in line with customers’ needs. [In 2022,] we will see even more businesses build flexible, tailored contact centres that can respond to rapidly changing market conditions, and serve customers on any channels,” he says.