Gone are the days when the customer experience (CX) was limited to face-to-face interactions with a company’s employees or through phone calls or written correspondence. According to Forrester’s report, “Redefining Human and Automated Engagement – How APAC Consumers Have Impacted The CX Agenda,” consumers’ preferences vary widely on  how they contact companies and organizations. Phone and online live chat interactions were the top two preferred touchpoints across all support scenarios, especially in mainland China, Malaysia, the Philippines, South Korea, and Vietnam.

Digital customer experiences are necessary for customers to interact with a company or brand online. Thanks to e-commerce and the growth of customer data, companies can customize their interactions and services with each consumer. Traditionally, however, a considerable investment in technology and resources is needed to collect, examine, and take appropriate action on customer data.

Building responsiveness and CX into your platform is challenging and should be an integral part of your service offering. But customers are sensitive to the CX they receive, and it’s easy to let service levels slip and lose customers. That’s why enterprises that succeed practice an end-to-end omnichannel customer experience strategy.

The importance of an omnichannel customer experience strategy

Companies need a seamless and consistent customer experience across all touchpoints and channels, including in-person, internet, social media, email, and phone interactions. Regardless of the channel being used, companies can adapt their interactions and products to the specific needs of customers – but only if they have access to rich customer data.

Choosing the right technology partner is crucial to build rich, digital information on customers as the first step to offering world-class CX. Infobip will host a webinar on the 1st of March 2023 at 1:30 pm -3:PM GMT+8 . to delve deeper into the interplay between data, CX, and bespoke interactions in omnichannel settings. Subjects covered will include:

• Digital solutions that create customized, personalized, and richer shopping experiences,
• Challenges the retail sector faces in retaining customers and finding the best digital platforms,
• Customer retention matters and why this should be a priority for any company.

As digitization accelerates, self-service and automated help are becoming more common among APAC consumers. 26% of customers now prefer automated chatbot services as part of their buying journey. underscoring the opportunity for businesses to scale and automate to give customers the autonomy they want.

For instance, Carsome Group, Southeast Asia’s largest used automobile e-commerce platform and Malaysia’s largest tech unicorn, was looking to improve its lead generation and customer service process. It needed an end-to-end omnichannel customer experience strategy for customers and used car dealers.

To help Carsome engage with customers to increase sales, Infobip optimized its systems with an omnichannel strategy that included a chatbot-building . It engaged website visitors in real-time, automating FAQs and resolving simple queries with a keyword chatbot. It also connected customers to agents for more complex inquiries through its digital-first contact center.

Learn more about Infobip’s services and how to develop an omnichannel communication strategy in the new age of quality customer experiences. Register for the Webinar right here.