Asia Pacific consumers are demanding multichannel communications for their customer service, with video emerging as one of the region’s hottest channels.
The latest findings of the Avaya Asia Pacific Customer Experience Index, conducted by Fifth Quadrant, found that mobile (text messages, instant messaging platforms) as well as online (including website chat, video chat, social media) also continue to grow and deliver great customer satisfaction scores. Despite being a relatively new channel, with an average of 14% of users saying they have engaged in a service interaction through video in the last three months, the adoption of video chat is on the rise, especially in the finance, banking and insurance sector.
Indonesia (41%) and Thailand (29%) lead in the adoption of video as a customer service channel. The rate of adoption of video is expected to grow across the board in 2014 by around 14% according to the index. The main reasons for choosing video chat were virtual face to face interaction with the customer service representative (33%), ease of use (21%) and cost effectiveness (20%).
27-Nov-2013, Fifth Quadrant