人工和自动化交互对亚太地区用户体验议程的影响

通信技术的加速数字化和进步极大地影响了用户行为。我们委托 Forrester 调查了改变亚太地区 (APAC) 用户体验议程的最新趋势。

请下载我们的研究,您将了解到:

  • 为什么混合体验对于卓越的用户体验至关重要
  • 影响商务式会话的用户角色
  • 提供混合市用户体验的最佳实践

在本研究报告中您将能看到亚太共11个国家基于数据驱动趋势的分析。

现在下载

亚太地区的用户体验趋势

来源:Forrester Consulting 代表 Infobip英富必 进行的一项委托研究

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亚太地区用户在购买过程中对自动聊天机器人服务的偏好度有所上升。
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从接受调查的用户中,我们发现人们难以和线上人工客服取得联系。
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从研究样本中可以看出,近期的支持互动未能达到预期效果。

We’re happy to find a single platform solution to cover our entire customer journey right from service to transactional and promotional activities. Infobip’s solutions were not only easy to integrate but implement as well, enabling us to quickly get up and running with an omnichannel strategy. Answers helped us automate our communication over our customers preferred channels – web Live Chat and WhatsApp, Conversations empowered our agents to deal with complex queries, and SMS let us make the verification process seamless. With Infobip we’re truly able to provide our customers with a digitized car buying experience.

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