Technology Featured Global

Qualtrics launches new customer service tool Social Connect

Utah, USA – Experience management (XM) company Qualtrics has launched a new customer service tool called ‘Social Connect’ which enables contact centre, marketing and CX teams to capture, analyse and respond to customer service requests received through chat, email and social media.

The new tool can help social and digital support teams achieve higher customer satisfaction, fewer repeat contacts, and more case resolutions in less time with a single unified inbox, automated chat responses, and deep insight into the social trends and real-time customer sentiment, intent and emotions through XM Discover natural language understanding capabilities.

In addition, consumers can now engage with brands 24/7 across a broad spectrum of channels, including social media, chat, on the web and via the call centre – generating huge volumes of unstructured data that contains critical insights companies don’t want to miss.

“The combination of Qualtrics Social Connect and XM Discover enables organisations to spot and respond to potential product issues, consumer trends, changes in brand awareness, or changing competitive influences online by analysing direct messages, reviews and social media interactions alongside social data like mentions, keywords, engagement, reach, and comments,” the company said in a press statement.

Meanwhile, Fabrice Martin, head of product at Qualtrics Customer Care, commented, “Businesses that fail to connect and build relationships with their customers over digital and social channels risk massive losses in customer loyalty and revenue. Qualtrics Social Connect helps companies meet their customers where they are, understand their expectations and deliver digital customer experiences that build loyalty and trust, while avoiding costly escalations to their contact centres.”

Technology Featured APAC

CPaaS Infobip adds Instagram messaging to portfolio of channels

Singapore – Global communications company Infobip has added Instagram messaging as a channel in its Communications Platform as a Service (CPaaS) offering, broadening the ways businesses are able to provide customer support.

Through its solutions, Infobip empowers consumer-facing businesses by providing a unified and simple workspace for customer support agents to engage and talk with customers on a variety of channels such as email, chat apps, live chat, and video calls, among others in social media. 

Instagram messaging is the newest addition to its portfolio of channels. The messenger API for Instagram is now available specifically on ‘Conversations’, Infobip’s contact center-as-a-solution service, which the tech provider said will result in the need for fewer calls to a contact center, thus, a more seamless and improved customer experience. 

“We are delighted that Infobip is launching Instagram Messenger in their contact center solution. The Messenger API for Instagram is now available for all developers who make it possible for brands to improve and enhance messaging experiences with customers,” said Vivien Ang, Infobip’s regional manager for APAC.

Infobip said that through the new capability, businesses will be able to handle messaging at scale on Instagram. 

Since its launch in 2010, Instagram has seen a meteoric rise in active users making it one of the top social networks worldwide and which in turn has made it a key strategic communications tool for enterprises and institutions.

Ang adds, “It is clear that customers want to use their preferred channel of communication to connect with businesses and service providers. In fact, many customers today primarily choose to interact with brands through social media for everything from ordering food, requesting rides, making retail purchases right through to some elements of banking, and this same fast and simple capability can be brought to the contact center.”

Marketing Featured East Asia

BOCHK releases new premium Private Wealth service for high net worth customers

Hong Kong – Bank of China in Hong Kong (BOCHK) has launched a new premium Private Wealth service, which offers prestigious and personalized wealth management solutions to high net worth customers. 

BOCHK said that its high-end customer base has been expanding steadily in recent years as the number of customers with a net asset value of over HK$8M grows more than 10% each year. 

The new service aims to help these clients maximize their wealth and preserve their legacy, offering asset allocation solutions that include investment, insurance, equities, cross-border wealth management, mortgage, among others. 

Through the premium service, BOCHK also aims to assist customers in planning for their children’s finances, offering a variety of legacy planning and protection solutions, including consultation services for wealth inheritance and exclusive life insurance offerings. 

Stephen Chan, general manager of Personal Banking and Wealth Management Department of BOCHK, said that wealth management has always been one of the key businesses for BOCHK.

“We see a greater need for professional investment and insurance services as well as financial management analysis among this particular customer group. Their asset allocation mix consists of about 40% investment products, of which the majority are securities and funds,” he said.

The service is compose of an exclusive team of wealth management experts. The cross-border component of the service includes addressing customers’ needs for traveling, property purchase, and investment, including cross-border mortgage consultation services and Greater Bay Area financing solutions.

BOCHK has also shared that it will soon launch RM Chat, a service that enables customers to communicate with BOCHK service team through mobile banking, allowing designated relationship managers to address customers’ transaction requests.

Technology Featured Southeast Asia

AFFINBANK gets CX transformation with omnichannel solutions Genesys

Singapore – Malaysia-based bank AFFINBANK has announced a new partnership with omnichannel solutions service Genesys in transforming its customer experience (CX) capabilities through the Genesys Engage™ platform, which is focused on providing CX services digitally such as email, web chat and social media.

Through the newly-integrated omnichannel service, AFFINBANK’s call center, which initially used voice channels for customer service, is able to lower its operational costs, sharing that telesales capability have improved by 50%, and that average call abandonment rate has been reduced as well by 40%.

“By providing a seamless omnichannel experience, we are not only able to interact with customers on their channel of choice, but also deepen our relationship with them through the use of data-driven insights that strengthens our commitment to customer-centricity and personalized service.”

Datuk Wan Razly Abdullah Wan Ali, president and group chief executive officer at Affin Bank Berhad

“The partnership with Genesys has enabled us to serve our customers more effectively and efficiently. Our industry-leading contact centre has moved beyond a mere transactional platform, today representing a conduit for relationship building. We are constantly raising the bar in our customer experience strategy to retain and attract more customers,” said Datuk Wan Razly Abdullah Wan Ali, president and group chief executive officer at Affin Bank Berhad.

Furthermore, AFFINBANK is looking to leverage Genesys’ solutions for the following to create more meaningful engagements and better service to their clientele base: 

  • Better performance management – allowing agents to monitor their individual performance in real-time to identify areas for improvement.
  • Improved efficiency – a single interaction recording depository with comprehensive search functions, facilitating call follow-ups and continuity among agents across multiple sites or interactions.
  • Simplified processes – Calls to be easily re-routed without third party dependency.
  • Enhanced customer visibility– Collection of customer data that is analysed for actionable insights to improve customer experiences and retention.

“In today’s digital economy, businesses need to be able to seamlessly serve their customer base across multiple channels by accelerating their digital transformation agenda.”

Gwilym Funnell, senior vice president and general manager at Genesys Asia-Pacific

“Genesys is honoured to have had the opportunity to work with a like-minded partner such as AFFINBANK, a third time recipient of the Genesys Customer Innovation Award which is a reaffirmation of their commitment to customer experience. We look forward to deepening our collaboration with AFFINBANK as it continues to push boundaries and keep in step with evolving market and customer demands in a digital economy,” said Gwilym Funnell (pictured above), senior vice president and general manager at Genesys Asia-Pacific.

Technology Featured Southeast Asia

Japan telecom SoftBank partners anew with Medallia to add more customer touchpoints to its retail stores

Tokyo, Japan –  Medallia, a global customer experience solutions provider has extended its partnership with Japan’s top telecommunications service Softbank.

Last year, SoftBank deployed Medallia’s Experience Cloud Platform across its 3,000 retail shops. The new partnership which will see the collaboration extend for another three years will have Medallia assisting to include more customer touchpoints across its retail channels.

The cooperation is in line with SoftBank’s plan to further improve its customer experience for the 46 million users subscribed to their fixed-line, mobile, and ISP services.

SoftBank has integrated Medallia’s platform across every touchpoint such as when signing up for a new contract, mobile device upgrade, and updating of customer information

Fumiya Takasu, SoftBank’s vice president for consumer sales unit and sales strategy division said, “The scalability, system stability and management support for Medallia’s Customer Experience Platform were key factors in our decision to implement it through our retail business.”

“We have recorded improvements in customer satisfaction since using the platform and now plan to expand it to other segments of our business to further enhance the customer experience.” Fumiya added.

Meanwhile, Gavin Selkirk, APAC vice president and general manager at Medallia commented, “As a forward thinking, customer focused business, SoftBank has committed to driving positive experiences for its customers and we at Medallia are delighted to help support them in that endeavor,”

“We have built a strong partnership with the SoftBank team and look forward to building on that as our platforms are integrated further into the business.” he added.