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Getting it right: Meeting expectations in digital world
Across Indonesia, chatbots and digital assistants are becoming a normal, everyday element of customer service solutions.
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Across Indonesia, chatbots and digital assistants are becoming a normal, everyday element of customer service solutions. (Shutterstock/NicoElNino)
W
e live in a digital world but some parts of our lives are yet to catch up with these advancements. This year’s National Customer Day gives us a great reason to look at the kind of customer service people expect in the digital economy.
The telecommunication industry has been criticized in its efforts to digitize when compared to other sectors. From retailers to financial services, firms depend on telecom networks to provide customers with compelling online and mobile experiences designed to capture their customer interest, yet our industry’s own efforts to transform interactions with consumers has lagged.
With a growing, younger, and more tech-savvy population, now is the time for businesses in Indonesia, and telecom businesses in particular, to improve customer service standards and make customer interaction easier and more efficient.
A new consumer is emerging. One who wants the freedom to choose, to customize and for as little friction from providers as possible. The engagement model has also changed — perhaps it is our connected lives, the abundance of choice, or the ability to get what we want when we want it. There is no doubt we’ve arrived at the moment of the “Empowered Consumer.”
The consumer journey increasingly takes place on mobile and social media apps today. Businesses cannot pull their conversations with consumers back into an analog world. They must leverage the power of instant feedback on social media and meet the customer where they already are if they are to provide meaningful assistance and support.
Social media and chat functions dominate how we communicate every day and customer expectations are constantly shifting. It makes sense that businesses serve our customers through the channels that meet their needs. However, this requires a new set of skills and we are pleased to be expanding our training beyond traditional call center teaching to a completely new set of skills.
Across Indonesia, chatbots and digital assistants are becoming a normal, everyday element of customer service solutions. The benefits of this go both ways — helping the consumer as well as the business itself, as chatbots and digital assistants help engage users in conversations and assist businesses in enhancing their overall understanding of customer needs.
