Connect with your customers 1:1
A strong link exists between customer service and revenue. However, in the digital world knowing your customer and providing outstanding customer service has proved difficult. According to a recent research study by Accenture, bad customer service potentially costed Singapore firms a whopping US$16 billion in revenue.
For example, luxury accommodation rental provider Roomorama found itself with its hands full managing email enquiries channelled through the web, and making sure each one was satisfactorily addressed in a reasonable span of time. As with every growing business, there comes a point where the administration effort outweighs the core objective, which for Roomorama was to deliver a timely response to customer enquiries. In order to streamline customer service operations, Roomorama deployed Desk.com as a central hub for customer interactions, combining the inherent benefits of cloud computing, ease of deployment and use, low maintenance and on demand scalability. Now, every enquiry generates a ticket in Desk.com, which travels seamlessly through workflow to resolution with no delays or risks of enquiries falling through the gaps. Additionally, Live Chat enables customer service agents to respond to questions and to share information in real time, resulting in a dramatic reduction in ticket response times.
By building the foundation of its business on the cloud paired with mobile technology, the Asia Pacific's start-up and small business community can realise their dream of rapid, sustainable growth. With these empowering technologies, it won't be too long before the world is speaking about countries in the Asia Pacific in the same breath as other innovative business hubs with the likes of the iconic Silicon Valley.
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