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Toku Singapore Consumer Engagement Report Reveals 67% Prefer to Resolve Issues in App #ContactCenterWorld Singapore, Sept 2022 - Toku, Asia Pacific's dedicated cloud communications company, today announced the launch of results from its Toku Singapore Consumer Engagement Report 2022. The pandemic both reshaped the ways brands interacted with their consumers and catalysed an evolution of consumer demands. Having shifted communications online during the pandemic, brands are now facing challenges with consumer interaction and retention as life in Singapore returns to normal. The buyer's journey has dramatically changed, and so have communication channel preferences. Therefore, brands today need to be data- driven, consumer-centric and omnichannel when engaging with their discerning consumers across the entire customer journey. Brands also have to take into consideration dynamic market conditions, and an expanding cyberthreat landscape. This warrants a hard look at what consumers really expect when they communicate with brands in 2022. Toku's report revealed insights into how consumers' preferences in their interactions with brands have shifted this year, and beyond. These insights will help brands that are seeking new ways to deepen their engagement with customers and increase satisfaction ratings throughout customers' journeys, across multiple offline and online touchpoints. "Toku's consumer study has provided us with a better understanding of customers' wants at various touchpoints in their online and offline interactions with brands," said Thomas Laboulle, CEO, Toku. These efforts will also be beneficial to support our customers with their customer retention and loyalty." Against such a backdrop, trust has become a key tenet in brand communications as consumers become savvier of such threats. Toku's report reflected similar sentiments, with 67 percent of Singapore consumers revealing that they would not respond to an unknown number because of the fear of being scammed. and 59 percent would not pick up a local number with country codes. Such behaviour has been conditioned by lessons learnt from past experiences #ContactCenterWorld Posted by Veronica Silva Cusi, news correspondent Date Posted: Friday, September 23, 2022 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |