Customer Service

Holidaying in the Cloud
Most Singaporeans will be more loyal to organisations that make the customer service experience more seamless, less painful and hassle-free Whilst quality customer service from a contact centre is key, it is also important to remember that not every query will need a live-agent response  
Should I stay or should I go? 5 reasons customers churn
As network quality improves, mobile subscribers globally are placing more importance on customer service and value when choosing an operator, according to Nokia’s 2016 Acquisition and Retention study.
The three steps you need to take to optimise your customer experience
It is critical for businesses to deliver a great experience to consumers as it has a direct impact on loyalty and advocacy, writes Daniel Cran of LogMeIn.
Fed up of Malaysian telcos? There’s an app for that
The Communications and Multimedia Consumer Forum of Malaysia has announced the My Mobile Rights app to 'facilitate consumer engagement and promote self-education.'
The Maxis fallout: An oligarchy problem
An oligarchy in any sector of the market results in very little competition or none at all, and this is the malaise at the heart of the telecom industry in Malaysia, writes Ajith Ram.
DNA on BFM: Three telcos, a bank and you, the customer
Customers are the focus for banks and telcos when they talk about digital services, says Karamjit Singh.
Malaysia’s 4G pissing war and why it doesn’t matter
The 4G war between Maxis and Digi is at an all-time-high, but Edwin Yapp isn’t impressed with it as he believes it’s mostly rhetoric, and largely pointless to customers.
Better customer service through self-service
As customers grow increasingly tech-savvy, the majority are not only ready for self-service, but actually prefer it, writes Timothy Kua of Zendesk.
Canon says invested S$20mil in customer centre in new Singapore office
Canon said it has invested S$20 million (US$14 million) to build the ‘Canon Delight Hub,’ an integrated customer engagement hub at its new office in Galaxis, a Platinum Green Mark Building located in One North, Singapore.
Bulp: Channeling complaints and compliments the social way
The new paradigm of customer experience, and Indonesia’s increasingly dense smartphone penetration rate, prompted Arie Nasution to cofound Bulp Indonesia, which has developed an Android app that allows consumers to channel their feedback to businesses.
Subscribe to SNAP
Download Digerati50 2018-2019 PDF

Digerati50 2018-2019

Get and download a digital copy of Digerati50 2018-2019