Customer Experience
December 22, 2022
How Travel & Hospitality Brands Can Transform Guest Experience with AI Chatbots
The travel and hospitality industry bore a significant brunt of the impact of the pandemic. In 2020, Asia Pacific, a fast-growing travel sector, was curbed by travel regulations. Long-term plans to improve the industry’s digital capabilities took a hit, with 36% of travel executives saying Covid-19 negatively impacted their digital transformation plans. As travel resumes to pre-pandemic levels, the travel and hospitality industry is finally recovering. With the sudden surge in demand, airlines and hotels must be prepared to face high numbers of customer enquiries and bookings. Travellers today are cautious when making an online booking. They must be able to get immediate responses for any of their concerns to ultimately lead them to complete a booking. Airlines and hotel[...]
November 25, 2022
Why Are Conversational Forms Better than Static Forms for Lead Generation?
When trying to get customers to reach us or leave their contact information, it’s common practice to direct them to the traditional static contact form. Why not make the dialogue between you and your customer flow easier using a conversational form instead? Consumers in this fast-paced social economy demand more engagement, interaction and conversations are essential to nurturing lead generation. A quick and cost effective way to meet this need is by using conversational forms instead of using static web forms. In Southeast Asia alone, consumers are expecting conversational commerce-driven approaches. This means that a static web form, where a customer has to wait hours or days for the brand to respond, might no longer cut it. 57% of Southeast[...]
November 2, 2022
Conversational Commerce for eCommerce Business: 4 Things Not To Miss
Every e-retailer understands the challenges of competing for customer’s attention in the crowded online space where a wide range of ads and multimedia content are dominating. For brands to attract and engage potential customers, be it on a website or social media platforms, there has to be a personalised, human-like way to approach them. Nearly 99% of Malaysians and Singaporeans own a smartphone, which translates to around 38 million users in total in the region. Smartphones allow access to a variety of services, including shopping and ecommerce. In February 2022, it is reported that 66% of smartphone users purchased a product or service online every week. It’s a no-brainer then, that many eCommerce merchants are tapping into mobile shopping with[...]
August 8, 2022
AI Chatbot for Small Business: How To Drive Sales & Unlock Revenue Growth
In this digital age, most of us have interacted with chatbots online at one point or another, sometimes without even realising. AI-powered chatbots can have full-fledged conversations that make people feel like they're talking with real people. According to Google Trends, interest in AI chatbots has grown four times over ten years. As the world moves toward Conversational AI, businesses are becoming increasingly susceptible to our need to be treated like humans in the service experience. AI chatbots can increase sales by an average of 67%. It is a significant number as the same report also stated that customers are willing to pay 17% more to do business with companies with great reputations regarding customer experience. That's why SME owners[...]
July 1, 2022
7 Winning Strategies for Retail Ecommerce Chatbot
Adobe’s Trust Report 2022: APAC found that amid the rising digital economy, it has become difficult for brands to forge trust with consumers. APAC is home to digitally-savvy consumers that are demanding more from brands. The study found that consumers are constantly looking for personal and valuable experiences, and great content can all deliver a trust dividend– if done well. Missteps can put hard-fought customer loyalty and spending on the line. In fact, it has been reported that leaving consumers with unanswered queries can result in over $2 million in missed revenue per day. This is where conversational commerce (c-commerce) can step in. What is conversational commerce and why does it matter? First, let us understand what this means: The[...]
May 24, 2022
6 Ways To Deliver Personalization At Scale With AI Chatbot
Modern customers expect better customer service than in the past. They not only want quality products, but also expect fast and smooth end-to-end shopping experience. Businesses need to adapt customer service strategies to meet these expectations or risk losing customers. A survey of 1,000 Singaporean respondents has shown that 70% of Singaporean consumers want a personalized digital customer experience and would be more likely to buy again from brands which treat them like an individual, rather than like every other customer. Personalization can even be called a “hygiene factor”: customers take it for granted, but if a retailer gets it wrong, customers may depart for a competitor. On the other hand, tailoring your customer experiences to individual customers' wants and needs[...]
May 7, 2022
7 Strategies To Bring Excitement To Your Retail Store In Post-Covid Time
Retailers all over the world are looking for new ways to get shoppers to revisit retail stores. In the light of the post-Covid time and the accelerated pace of digital information, the future is challenging for retail stores, to say the least. But there is no need for fear. Here, we have detailed 7 digital marketing strategies that retailers can adopt today to engage customers in brand new way, from AI chatbot solutions to AR/VR, Click and Collect to Google Business Profile. Let’s get right into it. 1. Create Unique In-Store Shopping Experiences Here are two examples of how you can spice up your retail store experience. a) Offer In-Store Digital Browsing Options A very nifty practice is to offer a tablet[...]
February 21, 2022
Why CX Matters for Your Business, and How to Improve It
The COVID-19 pandemic sent consumers into lockdown and shuttered brick-and-mortar stores for a relatively brief period. Many jurisdictions maintained stay-at-home orders for just a few months over the spring and summer of 2020. But the pandemic’s impact on the retail sector may have been permanent. Retail was already swinging decisively toward e-commerce, and the pandemic helped accelerate that trend, possibly forever. Most directly, consumers were forced to spend more time shopping remotely in early 2020, and brick-and-mortar operations found it difficult to pay the bills. The pandemic also had indirect consequences for retail. With more people working from home, for example, fewer people ran errands during their commutes. This trend persisted even when stay-at-home orders were lifted, and retail operations[...]
December 20, 2021
4 Tips to Build Customer Relationships with a Chatbot
Getting a customer is only the beginning. The act of building that customer relationship needs to be prioritized in that conversation. Here we are going to share four ways you can do build that relationship and how it will benefit your customers and your business in the long term. Tip #1: Customer Retention Starts Before the Sale, Then Continues You may have what your customer needs, but having a customer that is excited to buy from you vs buying out of convenience from you is a different story. Customer experience (CX) applies through the whole customer journey, from engagement to acquisition and aftersales. The initial purchase is an important first impression. This is where you set your expectations and show[...]
November 7, 2021
How to Deliver a Personalized Customer Experience, Fueled by Data
After a year of acceleration in digital experiences, customers expect quick service. And no, we aren’t talking about quick shipping, we’ve dealt with that expectation for years. Customers want to get answers to their questions quickly and through more digital means, like social messaging and live chat. The way a customer reaches out to businesses is not the same, so we have to continue to adapt. But how? An added complexity to this expectation is that these fast-paced conversations are that more customer information should be readily available, so that customers don’t have to repeat themselves and they can have a better shopping experience. Personalization and saved customer information within chat messages helps provide value to customers, as well as[...]