In an age where digital communication is everywhere, there’s still something special about a human voice in customer service. Consider this: recent findings reveal that over half of consumers in Singapore still prefer human interactions for customer service, with 21% specifically choosing to speak with someone on the phone. This statistic not only highlights the […]
As we enter a post-pandemic environment, customers perceive more proactive service standards and personalised interactions as a given. To support this demand, organisations must evolve their communication channels. However, there is a significant gap in our understanding of what exactly Singapore consumers prefer in terms of communication methods.
This is why Toku recently commissioned an independent consumer engagement research report surveying the Singapore market. Our survey results reveal some striking insights that will help customer support and CX (Customer Experience) leaders get a real feel for what consumers really want in an interaction.
Ultimately, these insights on consumer engagement will be useful to any decision-maker whether they may be revisiting their CX strategy or building it from scratch.