China’s Changing Customer Service Expectations - Teleperformance - ContactCenterWorld.com Blog
As China’s rapid economic development during the past three decades continues, companies that operate in the country with the world’s largest population must adapt to changing customer service expectations.
Chinese customers have come to expect exceptional customer service, and more than this, they want to interact in ways that suit them – on mobile devices and on the go, at a time when it is convenient for them.
It is crucial for companies to identify and track what may enhance customer loyalty and leverage their brand advocacy.
If you could choose which would be your favorite channel to interact?
The overwhelming preference for voice is common across all generations, with everyone from Traditionalists, Baby Boomers, Generation Xers and Millennials, preferring voice.
It is important to note, however, the impact that instant messaging is having in the Chinese market. Forty-three percent of China’s population uses instant messaging. WeChat is a messaging platform that has dominated that market, with over 800 million active users worldwide.
To leverage the sheer volume of people on the platform, WeChat has turned itself into an all-in-one solution for much more than messaging. In terms of practical needs, the platform includes bill paying, reservations, e-commerce and money transfer capabilities. Those who do business in China would be smart to make use of this tool.
Perception of Customer Service is Key to Customer Satisfaction
Successful brands in China will create long-lasting relationships through improving customer service and engaging their customers better on the platforms they use. This is most effective when tailored across generations, giving a more personalized, age-appropriate service.
Contact us today to learn more about how we can help you with the right strategy in China.
Publish Date: June 1, 2017 5:00 AM
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