Singapore – Following the persistent negative feedback from consumers on business communications, Vonage’s latest report revealed that the majority of APAC consumers are gearing towards exploring alternative options due to unsatisfactory experiences. This emphasises the need to leverage artificial intelligence to elevate customer engagement in the region.
According to the report, 80% of APAC customers indicated a likelihood of shifting their business elsewhere as a result of poor experiences. Around 61% of them, on the other hand, expressed a low tolerance for negative experiences, indicating their willingness to switch their business elsewhere after one or two unfavourable encounters.
Highlights of the findings also demonstrated AI’s importance in reducing frustration and delivering better CX. This encompasses the probability of a significant increase in the adoption of chatbots and video chat in the coming year.
In particular, 10% of the respondents already employ chatbots, and is expected to rise to 23% in the next six to 12 months. Moreover, 13% currently use video chat, and a projected 26% anticipate incorporating it into their routines in the next six to 12 months.
Furthermore, the findings also underscored the potential for harnessing AI-driven tools such as virtual assistants. This entails a faster way of expediting issue resolution, minimising frustrations, and ultimately offering a more tailored and personalised user experience.
Speaking about the report findings, Joy Corso, chief marketing officer at Vonage, said, “This data underscores that, to differentiate on customer engagement, businesses need an omnichannel communications strategy that allows customers to contact them seamlessly across their preferred channels.”
“Those that do will also benefit from the ability to leverage the powerful capabilities of AI across communication channels, such as voice, video, messaging, and chat, enabling them to augment live customer support. This goes a long way to ensuring personal and real-time customer engagement at every touchpoint,” continued Joy.
Robin Gareiss, CEO at Metrigy, also shared her insights, stating, “Metrigy’s upcoming AI for Business Success study shows significant growth for AI-enabled technologies, with 38% of CX leaders saying 2024 will be their turning point for acceptance of AI in CX, up from 17% in 2023.”
“Companies that adopt and integrate AI and automation into their CX processes have documented compelling success metrics, with improvements in customer satisfaction and loyalty, as well as agent efficiency. Companies not using AI in an omnichannel environment are already at a competitive disadvantage, so it’s imperative to establish a targeted AI strategy now,” she further explained.
“This report emphasises that businesses that leverage AI across communications channels have the ability to facilitate the kind of meaningful, intelligent conversations that strengthen loyalty, build long-lasting customer relationships, and ultimately boost sales,” Joy concluded.
