Excellent Customer Service: The Key Driver For Business Success In Asia Pacific

No company has ever failed by having millions of delighted customers. Delight one customer at a time and never stop.
Warren Buffet.

A business aiming to be profitable in the Asia-Pacific market (APAC region) has to be customer-centric. There are no two ways about it. And how does a business become customer-centric? By offering the best quality of customer service. 

Customer service may be intangible, which means you may not be able to feel it physically, but it is the all-important glue that binds consumers to enterprises. 

In its report, the World Economic Forum (WEF) says that Asian countries are expected to exhibit the biggest growth of the consumer class among the world's 30 biggest consumer markets. Currently, Asia-Pacific (APAC) is home to over 55% of consumers globally, meaning the region holds vast opportunities for brands. 

Customer service in the APAC market

The APAC consumer market is one of the fastest-growing and extremely competitive in the world. 69% of APAC businesses agree there is a direct link between customer service and business performance. The heady cocktail of privatization and globalization has left consumers spoilt for choice.

Businesses are aware of the need to ensure a stellar quality of customer service and support as the brand differentiator to stay ahead of competitors.  When customers feel their problems are heard and addressed promptly and professionally, they are more likely to be satisfied with the overall experience. This satisfaction can lead to customer loyalty, where customers keep returning for more business.

This discerning nature of consumers is why customer service is a key brand differentiator in APAC. Good customer service has repeatedly proven valuable. It is an investment that delivers exceptional business results that exceed expectations.

Also read: Closer Conversations, Global Reach: The Power Of Omnichannel And Multilingual Support

What are brands doing to improve the quality of customer service?

Brands adopt a few strategies, like investing resources to procure the most skilled talent and advanced tools that assure the best returns. 

Today, a brand's identity isn't defined just by its products or services.  Instead, customers’ opinions and the quality of their overall experiences help companies make their names. Quality customer service experiences drive agent satisfaction, promote customer delight, and ensure organizational growth.

eCommerce is a notable example of an industry that thrives purely on the quality of service and support it provides customers. Let's see why.

Fantastic customer support is the backbone of eCommerce. The requirement stems from the fact that consumers do not get to interact physically with brand representatives when faced with difficulties or questions. Helping the customer through their journey and ensuring a positive outcome is imperative to gain confidence.  

Whether inquiring about a product/service, seeking technical help and support, or looking for a resolution to issues like returns and refunds, APAC consumers are usually sensitive and conscious of the quality of service and support received. Customers seek speedy and competent solutions. When expectations are met, consumers are happy. Satisfied clients become repeat purchasers and contribute significantly to business revenue. They refer friends and family and help brands grow loyal client bases. 

Travel and Hospitality is another industry heavily reliant on customer perceptions of the quality of service and support it offers. The industry supports customers by booking hotels, transport services, and itineraries. 

Industry players are also expected to assist customers in rescheduling itineraries, helping with cancellations, processing refunds, and re-bookings, dealing with accidents or losing valuable documents, tracking misplaced or lost luggage, addressing tariff disputes and bill discrepancies, etc. The travel and hospitality industry is service-based, so ensuring that customer experiences are fantastic is very important.

Customer service becomes more critical since every traveler’s journey is unique. Unforeseen bottlenecks and concerns may appear. Instead of panic and frustration, travel and hospitality players must handle every situation with focus and a mindset to offer proactive assistance. 

Customer satisfaction and brand success within the Asia-Pacific region depend largely on the speed of service and support, how precisely customer instructions are followed, adaptability to fulfill customer requirements, and continuous innovation that offers customers value.  

Here’s a list of industries relying on advanced helpdesk software to fulfill customer service requirements.

  • Supply Chain and Logistics 
  • Utility Service Providers
  • Telecommunication
  • Healthcare
  • Real Estate
  • Banking and Insurance, and many more.

Irrespective of the industry, the bottom line is that excellent customer service and satisfaction are key to positive, lasting impressions on customers. 

Business leaders from various APAC region industries are experiencing strong tailwinds that are propelling them toward growth. FedEx, one of the world’s largest express transportation companies, conducted a study with Forbes to discover the growth drivers for small and medium-sized enterprises (SMEs) in the Asia Pacific region. 

To sustain this growth momentum, it is important to have a robust customer support system that can help businesses attend to client issues and, in some cases, identify and resolve them before they worsen.   

Technology supports businesses in their customer service missions

Companies rely on technology to cope with the growing demand for stellar customer service and customer experience. 

Enhancing the customer experience was the highest-ranked business priority for 57% of SMEs. The report also states that digital technology was instrumental in tackling customer experience challenges by applying analytics, machine learning, AI, real-time tracking and visibility solutions, and technology training to upskill employees. 

Adobe reports that 59% of APAC businesses are increasing their investment in customer experience management to meet these expectations. Service desk software gives businesses the edge in staying one step ahead by ensuring unparalleled customer support.

With developments in artificial intelligence (AI) and automation technology, service desk software has become more intelligent and efficient in handling common customer queries and automating processes. 

Also read: 14 Helpful Tips To Deliver Great Customer Service

AI adoption in customer service is highly beneficial

According to a report by Business Research Insights, the prominent trend followed by service desk software providers is integrating artificial intelligence (AI) and automation capabilities. With AI-powered automation, software providers in and around the APAC region are revolutionizing customer support by delivering enhanced efficiency and personalized experiences. 

These advancements enable features such as conversation bots, self-service portals, and predictive analytics, which improve response times, reduce resolution times, and enhance overall customer satisfaction. Cloud-based service desk software has transformed the landscape by enabling remote access, scalability, and seamless collaboration.

Conversation bots transform your customer’s experiences with conversational AI. Conversational AI refers to an AI-driven dialogue system capable of autonomously engaging in seamless, automated interactions with your customers.

The tool harnesses the power of intelligent virtual assistants for seamless, personalized interactions. For example, OwlDesk's communication channels, such as chat, social media, and WhatsApp, are powered by conversation bots supporting customers and employees alike.

AI acts as a virtual assistant, reducing the burden on your support teams and handling routine and repetitive queries. AI bots can provide instant responses and complement support representatives, ensuring quick resolution to customer issues. The powerful combination of AI and automation ensures the success of both the customers and the business, enhancing customer experiences. 

Intelligent automation can automate backend processes like data entry, customer updates, and follow-ups, easing the burden on your customer support center. Using the right service desk software helps you manage growth and makes the overall agent and customer experiences satisfying.

Also read: Third-Party Software Integration With ThinkOwl

What types of service desk software are in demand in APAC? 

The primary requirements for helpdesk software can be divided into two types, not just within the Asia-Pacific but globally. 

  • Helpdesk Software for Small and Medium Enterprises
  • Helpdesk Software for Large Enterprises

Regardless of their size and scale of operations, most industries seek cloud-based service desk software. A cloud-based servicedesk software improves your support center’s efficiency and accuracy and helps your brand deliver an excellent customer experience.

AI-powered cloud-based helpdesk software offers immense flexibility in terms of cost, maintenance, features, and scalability for businesses of any size. Cloud applications are readily accessible from anywhere using only a web browser on any computer, making them super-easy to deploy and scale.

OwlDesk by ThinkOwl is a cloud-based service desk and ticketing system that uses AI to support your service team. It results in excellent, fast customer dialogues and accurate resolutions. The OwlDesk platform offers many service desk features, including case management, email management, omnichannel inbox, artificial intelligence, self-service options, analytics and reports, integration capabilities, and more. It combines human intelligence with machine learning to ensure your customers, whether in the Asia-Pacific region or beyond, enjoy memorable experiences with your brand. Sign up now for a 30-day free trial!

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