Organisations that fail to adapt to the new messaging culture risk falling behind and losing customers research from BT and Cisco has revealed.
The research report, entitled The Digital Customer 2017 — Chat, tap, talk: eight key trends to transform your digital customer experience, is based on an independent survey of 5000 consumers in South Africa, Belgium, China, Germany, the Netherlands, India, Singapore, the UK and the US. Its findings suggest that a growing number of consumers internationally find it easier to deal with organisations via messaging and social media, a trend driven by a surge in their personal use of apps such as WhatsApp. The trend is particularly clear in China, where 37 per cent of respondents said that they use the messaging app WeChat for customer service.
The research found that almost half (48 per cent) of respondents get frustrated if text-based “chat” is not available when dealing with organisations, while 70 per cent of those aged 18-34 years said they are sourcing more and more of their products and services via social media.
Overall, 58 per cent of respondents said they get a quicker, more instant response when using messaging compared with the phone l, while 37 per cent said they would choose to contact an organisation via Facebook or Twitter if they had a problem which needed solving urgently. 46 per cent of South African respondents think it would really add value if they could speak to an agent on a social media platform compared to the 30% global average.
When asked how they would like to receive support from an organisation while accessing its services online — for example, while using an organisation’s app or researching a product on its webpage — 65 per cent of respondents said that they prefer to use webchat, up from 45 per cent in 2015.
With more than three quarters of consumers (76 per cent) saying that they buy more from companies that are easy to do business with, the findings suggest that organisations should upgrade their contact centre capabilities to support messaging and social media to help drive business growth.
Despite the growing trend for messaging and social media, consumers’ use of dedicated customer service phone lines fell only gradually between 2010 and 2017. 31 per cent of respondents in the UK and US said they had called a contact centre within the last two weeks, compared with 38 per cent in a similar study seven years ago and 43 per cent of respondents aged between 16-34 years said that they still want the option to call.
In South Africa, however, 82 per cent of local respondents say that it generally takes too long to get through to contact centres (compared to the 76 per cent global average), and 70 per cent agree that it would add immense value if organisations made it cheaper to call them from a mobile phone. 85 per cent of local respondents say they prefer self-service options as this puts them in control to manage their time and costs.
Andrew Small, vice president, unified communications and CRM, Global Services, BT, said: “While ‘typing’ to request customer support is increasingly popular, the research shows that people still want the option to ‘talk’. This creates a challenge for contact centre operators as they now need a technology platform that can handle both the evolving mix of apps that customers wish to use and traditional service channels such as the phone.”
“Cloud contact centre platforms are ideally placed to help. They can be deployed as a single package delivering voice, video and messaging-based customer service together with operational tools for recording and call and agent management. They’re hosted in the cloud, creating the flexibility to manage peaks and troughs in demand. They can integrate data from other business systems, which is vital for consistency in customer service. Finally, they include recording, which is essential for good service and regulatory compliance.
Tom Puorro, VP/GM, Unified Communications Technology Group, Cisco, said: “We live in a world where customers will change providers if an app is slow or it takes too many clicks to get a question answered. This research underscores that consumer-facing organisations need an integrated omni-channel strategy to be successful. Such a strategy will help them engage, innovate and be proactive to improve sales.”
BT is one of the world’s leading providers of contact centre solutions and services. It has deployed over 4,000 contact centre solutions to more than 1,000 organisations globally, including some of the world’s largest banks, utilities, airlines and pharmaceutical firms.
BT is one of only five Cisco Global Gold partners. Over the past ten years, BT has deployed Cisco contact centre solutions serving 12,000 agents in 40 different countries. Together, BT and Cisco can help organisations provide an outstanding customer experience by deploying future-proof cloud-based contact centres. These can provide the scalability to manage increasing volumes of interactions across voice, video, social media and chat and blend them seamlessly to create the digital experience customers expect.
Welcome to world of 2099
The world of 2099 will be unrecognisable from the world of today, but it can be predicted, says one visionary. ARTHUR GOLDSTUCK met him in Singapore.
Futuristic structures tower over the landscape. Giant, alien-looking trees light up with dazzling colours amid the hundreds of plant species that grow up their trunks. Cosmetic stores sell their wares via public touch-screens, with products delivered instantly in drawers below the screens.
This is not a vision of the future. It is a sample of Singapore today. But it is also an inkling of the world we may all experience in the future.
Singapore was the venue, last week, of the World Cities Summit, where engineers, politicians, investors and visionaries rubbed shoulders as they talked about the strategies and policies that would enhance urban living in the future.
As part of the Summit, global payment technologies leader Mastercard hosted a small media briefing by one of Singapore’s leading thinkers about the future, Dr Damian Tan, managing director of Vickers Venture Partners. The company’s slogan “We invest in the extraordinary,” offers a small clue to Tan’s perspective.
“We look as far forward as 2099 because, as a venture capital firm, we invest in the long term,” he tells a group of journalists from Africa and the Middle East. “Companies explode in growth because there is value in the future. If there is no growth, they won’t explode.”
The big question that the Smart Cities Summit and Mastercard are trying to help answer is, what will cities look like in the year 2099? Tan can’t give an exact answer, but he offers a framework that helps one approach the question.
“If you want to look at 81 years into the future, and understand the change that will come, you need to double that amount and look into the past. That takes us to 1856. The difference between then and now is the difference you can expect between now and 2099.”
Click here or on the page link below to read on: Page 2: Soldiers and Health in 2099.
- Arthur Goldstuck is founder of World Wide Worx and editor-in-chief of Gadget.co.za. Follow him on Twitter on @art2gee and on YouTube
Street art goes electric
Kaspersky Lab and British street artist D*Face have unveiled the first-ever “art helmet” design at the Formula E finale for electric cars in New York.
The ‘Save The World’ helmets will be raced by DS Virgin Racing’s drivers, Sam Bird and Alex Lynn, as they traverse the New York street circuit during the final races of the Formula E season.
The announcement signals the first art helmet by a Formula E team, continuing the heritage of art in motorsport and the cybersecurity brand’s commitment to contemporary art, creativity and innovation. D*Face took inspiration from Kaspersky Lab’s tagline, “A Company To Save The World”, and hopes that his colourful work will inspire people to take positive action.
D*Face will announce his first-ever art car design with a custom-made livery for the DS Virgin Racing Team. Its design will be released at the “Art Goes Green” event after Saturday’s race. The helmets and art car are the latest installations in the “Save the World” collection, following a major permanent public mural that was installed in Brooklyn, New York, in May.
D*Face, whose real name is Dean Stockton, said: “It is exciting to work with Kaspersky Lab on this project and create art with a real message of hope for a better future. After all, this is our world and we need to look after it. It will take every one of us to make a real lasting, impactful change. I love the mentality of the DS Virgin Racing Team and that of Formula E by showcasing sport in a way that doesn’t harm the environment, but is still just as exhilarating and fun.
“It is time for us all to stand together and make a change… be that stopping data steals, climate change, plastic waste or using damaging fuels. I want everyone to make a pledge to do one thing that will help make a change.”
As a sponsor of DS Virgin Racing Team, Kaspersky Lab is responsible for protecting the team’s devices against cyber threats. The company sees the technical environment in the global sport of Formula E as the next frontier in furthering its research and development of new technologies to keep vehicles secure in the digital world.
Sylvain Filippi, Managing Director at DS Virgin Racing, said: “The whole team fully supports this great initiative and our thanks got to Kaspersky and D*Face for their collaboration. It’s an honour to have such an innovative artist bring his talents to bear in our team ahead of the season-finale; the car, drivers’ crash helmets and mural all look amazing.”
Aldo Fucelli Pessot del Bo, Head of Global Partnerships and Sponsorships at Kaspersky Lab added: “There is a need for innovation on a global scale, both in contemporary art and in the fast-growing sport of Formula E. Now, for the first time ever, Kaspersky Lab is proudly bringing together the two sectors in an effort to Save the World and unleash creativity, encourage freedom of expression and further innovation.”