真人專員與自動化互動對亞太地區顧客體驗的影響

通訊技術加速數位化及其進展對於顧客行為已產生深遠影響。我們委託 Forrester 調查亞太地區 (APAC) 顧客體驗轉變的最新趨勢。

請下載我們的研究以探索:

  • 為何混合式體驗對於卓越的顧客體驗極為重要
  • 影響商業對話的客戶樣貌
  • 創造混合式顧客體驗的最佳實務

本研究針對亞太地區的 11 個國家進行調查,報告內容將顯示本區域基於數據的深刻見解。

United Statesx
Afghanistan
Åland Islands
Albania
Algeria
American Samoa
Andorra
Angola
Anguilla
Antarctica
Antigua and Barbuda
Argentina
Armenia
Aruba
Australia
Austria
Azerbaijan
Bahamas
Bahrain
Bangladesh
Barbados
Belarus
Belgium
Belize
Benin
Bermuda
Bhutan
Bolivia
Bonaire
Bosnia and Herzegovina
Botswana
Brazil
British Indian Ocean Territory
Brunei Darussalam
Bulgaria
Burkina Faso
Burundi
Cambodia
Cameroon
Canada
Cabo Verde
Cayman Islands
Central African Republic
Chad
Chile
China
Christmas Island
Cocos (Keeling) Island
Colombia
Comoros
Congo
Congo (Democratic Republic)
Cook Islands
Costa Rica
Côte d'Ivoire
Croatia
Curaçao
Cyprus
Czech Republic
Denmark
Djibouti
Dominica
Dominican Republic
Ecuador
Egypt
El Salvador
Equatorial Guinea
Eritrea
Estonia
Eswatini
Ethiopia
Falkland Islands
Faroe Islands
Fiji
Finland
France
French Guiana
French Polynesia
French Southern Territories
Gabon
Gambia
Georgia
Germany
Ghana
Gibraltar
Greece
Greenland
Grenada
Guadeloupe
Guam
Guatemala
Guernsey
Guinea
Guinea-Bissau
Guyana
Haiti
Holy See
Honduras
Hong Kong
Hungary
Iceland
India
Indonesia
Iraq
Ireland
Isle of Man
Israel
Italy
Jamaica
Japan
Jersey
Jordan
Kazakhstan
Kenya
Kiribati
Korea, the Republic of
Kuwait
Kyrgyzstan
Lao People's Democratic Republic
Latvia
Lebanon
Lesotho
Liberia
Libya
Liechtenstein
Lithuania
Luxembourg
Macao
Madagascar
Malawi
Malaysia
Maldives
Mali
Malta
Marshall Islands
Martinique
Mauritania
Mauritius
Mayotte
Mexico
Micronesia (Federated States of)
Moldova
Monaco
Mongolia
Montenegro
Montserrat
Morocco
Mozambique
Myanmar
Namibia
Nauru
Nepal
Netherlands
New Caledonia
New Zealand
Nicaragua
Niger
Nigeria
Niue
Norfolk Island
North Macedonia
Northern Mariana Islands
Norway
Oman
Pakistan
Palau
Palestine
Panama
Papua New Guinea
Paraguay
Peru
Philippines
Pitcairn
Poland
Portugal
Puerto Rico
Qatar
Réunion
Romania
Russian Federation
Rwanda
Saba
Saint Barthélemy
Saint Helena
Saint Kitts and Nevis
Saint Lucia
Saint Martin (French part)
Saint Pierre and Miquelon
Saint Vincent and The Grenadines
Samoa
San Marino
Sao Tome and Principe
Saudi Arabia
Senegal
Serbia
Seychelles
Sierra Leone
Singapore
Sint Maarten
Slovakia
Slovenia
Solomon Islands
Somalia
South Africa
South Georgia and the South Sandwich Islands
South Sudan
Spain
Sri Lanka
Sudan
Suriname
Svalbard
Sweden
Switzerland
Taiwan
Tajikistan
Tanzania
Thailand
Timor-Leste
Togo
Tokelau
Tonga
Trinidad and Tobago
Tunisia
Turkey
Turkmenistan
Turks and Caicos Islands
Tuvalu
Uganda
Ukraine
United Arab Emirates
United Kingdom
United States
United States Minor Outlying Islands
Uruguay
Uzbekistan
Vanuatu
Venezuela
Vietnam
Virgin Islands (British)
Virgin Islands (U.S.)
Wallis and Futuna
Western Sahara
Yemen
Zambia
Zimbabwe
請選取×
金融業
旅遊與飯店業
零售與電子商務業
高科技業
媒體與娛樂業
運輸與物流業
通訊服務業
政府與公用事業與社會機構
生產製造業
專業與教育服務業
醫療保健與健身業
行銷與廣告服務業
Other
請選取×
高階主管 (執行長/營運長/行銷長⋯⋯)
產品經理
開發人員
行銷
銷售
支援
金融業
營運
其他
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亞太地區的顧客體驗趨勢

來源:一項由 Forrester Consulting 代表 Infobip 所進行的委託研究

0%
亞太地區顧客以自動化聊天機器人進行購物旅程的偏好已提高。
0%
從接受調查的使用者中,我們發現人們難以與線上即時客服互動。
0%
從研究樣本中可看出,近期的支援互動無法滿足期望。

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Anna Kim, Regional Marketing Director, Carsome

Infobip’s platform has helped us, at Beam&Go, to improve our customer communications at scale. Before Infobip, our customer service processes were manual, while now, they are more automated, cost-efficient, and user-friendly. Our customers now experience a seamless customer journey while at the same time we’ve cut costs by around 30%.

Kath Cayabyab, Marketing Team Lead, Beam&Go