KUALA LUMPUR, Oct 22 -- Vonage, a global leader in cloud communications has released a new report, ‘COVID-19 Reshapes the Global Customer Engagement Landscape’.
The report details changing consumer preferences and behaviours and how businesses and service providers need to transform their customer engagement strategies to become more agile and adapt to changes driven by the COVID era.
Key findings demonstrate that the pandemic accelerated the adoption of newer communication channels while increasing fragmentation in channel preferences, especially in the ways that consumers interact with businesses and service providers.
To connect with consumers today, businesses must turn to less traditional channels and employ technology, such as APIs, that allow them the flexibility to embed programmable capabilities - voice, video, messaging and verification - directly into existing applications and workflows.
Since January, globally, there has been 140 per cent growth in the number of people who prefer to connect with businesses via video, according to a statement.
Video chat has also become a mainstream addition to people’s everyday lives, and U.S. adoption has experienced four years of growth in just seven months, with 43 per cent of Americans now video chatting with businesses regularly, up from 28 per cent in January.
In addition, emerging communication channels that saw an increase in preference include voice calls and messaging via social messaging apps, and chatbots. The communication channels that experienced a decrease in preference since January included landline phone calls, email, and SMS text messaging.
Organisations must always be agile and ready to adapt to changes in the market, but 2020 has made the call for agility even louder.
With lockdowns and social distancing likely to continue for the foreseeable future, organisations across all industries can successfully adapt to the new normal through the ability to deliver goods and services remotely.
-- BERNAMA
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