, Singapore
Photo by MART PRODUCTION via Pexels

On hold? About 5 in 10 Singaporeans complain about unresolved customer service issues

Organisations risk more than 5% of their sales with poor customer service.

Almost half of customer service issues are left unresolved in Singapore, data from Qualtrics XM Institute showed.

Of those whose issues got resolved, only 20% said they were fullly satisfied with the time they had to wait for a response.

According to Qualtrics XM Institute, organisations risk more than 5% of their sales due to poor customer experiences, which is why they need to enable and empower frontline teams to resolve issues in a timely and effective manner.

In Singapore, customers prefer to complete common customer service interactions using one of three human interaction channels. The most preferred channel is meeting with someone in person (27%), with 21% choosing to speak with someone on the phone. Self-serve options via mobile (25%) and computer (20%) are also prominent, demonstrating the need for organisations to ensure a consistent and integrated experience across all channels.

Consumer preferences are also impacted by the type of interaction, with talking to someone on the phone the overwhelming choice when trying to resolve billing issues (45%) or receiving technical support (35%). 
In contrast, self-service options are the most popular choice for transactional engagements like booking airline tickets (72%), getting a status update on orders (64%), and scheduling a medical appointment (57%).

Follow the link for more news on

Join Singapore Business Review community
Since you're here...

...there are many ways you can work with us to advertise your company and connect to your customers. Our team can help you dight and create an advertising campaign, in print and digital, on this website and in print magazine.

We can also organize a real life or digital event for you and find thought leader speakers as well as industry leaders, who could be your potential partners, to join the event. We also run some awards programmes which give you an opportunity to be recognized for your achievements during the year and you can join this as a participant or a sponsor.

Let us help you drive your business forward with a good partnership!