Singaporeans expect better service during pandemic: survey

Businesses experienced 89% percent increase in live chat and messaging enquiries.

Up to 72% of customer experience professionals believe that customers who expect better services have increased since February as people sought support and advice during the pandemic, according to a survey by Freshworks Inc.

The survey also found that customer service departments have come under increasing pressure since the start of February with teams – many of whom suddenly found themselves having to work remotely – had to handle a huge influx in enquiries from their customers.

The surge of customer queries ranges from 86% on social media and as much as 89% in live chat and messaging.